Tenants’

Repair Manual
SOUTH EAST CORNWALL
LANDLORD Services

Reporting your Repairs 1

 EQUIPMENT LOCATIONS HOW TO REPORT YOUR REPAIRS
In this booklet, some important items of equipment are mentioned. It may help You can report any repairs required to your home by either visiting, writing to, or
you to know the location of these, and you should note any of them you may have telephoning the Housing Services Unit.
below as a reminder. Our address is:
SOUTH EAST CORNWALL LANDLORD SERVICES
Address: TREWITHAN HOUSE
LISKEARD
PL14 3HG

If you wish to report a repair by telephone during office hours:

ITEM POSITION
(Monday to Friday 8:30am – 5:00pm)
Water stop tap REPAIRS TEAM
01579 341375
Water meter 01579 341394
01579 341393
Gas meter lever email: housing@cornwall.gov.uk

Fuse box & Trip switch

Heater boiler control EMERGENCY SERVICE

In the case of an emergency arising outside of office hours, our Central Control will
Hot water cylinder
arrange at the discretion of the Duty Officer for such works to be carried out.

Cold water storage Emergency Out of Hours Telephone Number is:

Intercom speech unit 01579 348444

A complete list of repairs classified as urgent or emergency repairs is listed in the
Remote door entry receiver
job prioritised section on page 4 of this manual.

Whenever you report a repair please be ready to give the following:

1) Your name
2) Your address
3) A day time telephone number where you may be reached if necessary.
4) When somebody is usually at home to enable the repair to be carried out
or an inspection to be made.
5) As much information about the repair as possible.

1
 Contents
This booklet looks at different types
of repairs and lists things that are
important when reporting them. It
does not provide a comprehensive
checklist of information but it suggests
some of the things that may be
important to the person receiving the
repair request. This information will
help provide a speedy and efficient
response.
For each type of repair, some technical
information is given. There are also
a number of drawings, which might
be helpful for you to refer to. The
information in the shaded boxes is
important and it would assist greatly
if you could provide it when reporting
your repairs.
It is impossible to give a complete
checklist to all the areas covered
and those raised in this booklet are
intended as a guide.
Please don’t be afraid to give any other
information you think will be helpful.
2 3
How To Report A Repair. . . . . . . . . . . . . . . . . . 1
The Tenants Responsibility . . . . . . . . . . . . . . 3
Insurances . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 4
Response Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Job Priority Classification . . . . . . . . . . . . . 4-6
What Happens If I’m Not In? . . . . . . . . . . . . 7
Improvements By The Tenant. .. .. .. .. .. 7
Right to Repair . .. .. .. .. .. .. .. .. .. .. .. .. .. .. 7
Heating Systems . .. .. .. .. .. .. .. .. .. .. .. .. .. 8
Electrical Fittings. .. .. .. .. .. .. .. .. .. .. .. .. .. 9
Doors . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 10
Water Services . .. .. .. .. .. .. .. .. .. .. .. .. .. 11
Overflows . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 12
Taps . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 13
Gutters and Rainwater Pipes. . . . . . . . . . 14
Locks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Windows . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 16
Roofs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Sinks and Wash Basins. . . . . . . . . . . . . . . . . . 18
Toilets. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 19
Drains. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 20
Baths . .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. .. 21
Power Failure Fault Finding . .. .. .. .. .. 22
Walls and Ceilings . .. .. .. .. .. .. .. .. .. .. .. 23
Water Heaters . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
The Tenants responsibility
The council is responsible, basically, for keeping its dwellings in a good state of
structural repair and maintaining the internal services and fittings. However, if there
has been accidental or deliberate breakage, you will then be held responsible and
be automatically re-charged the cost of the work.
The following is a list of jobs for which tenants are responsible:
General Repairs arising from accidental or malicious damage.
Water (a) Renewal of tap washers.
(b) Tenants are responsible for damage not covered by the Council’s
insurers, resulting from failure to drain the water supply and turn it
off when the dwelling is unoccupied.
Drains (a) Cleansing and removing simple chokages in sink, bath and basin
waste pipe.
(b) Clearing simple drain chokages.
Layout (a Levelling and weeding gravel paths.
(b) Maintenance of hedges only.
(c) Screws to hinges and latches to outer gates.
(d) Clothes lines and rotary clothes driers.
Electricity (a) Renewal of rewireable fuses.
(b) Renewal of light bulbs.
(c) Repair/renewal of plug tops.
House (a) Keeping floor/wall ventilators clearn internally / externally.
(b) Renewal of broken glass in doors and windows, regardless of cause
of breakage.
(c) Oiling, greasing and provision of screws to all door and window
hinges, door handles and window stays and catches to wooden
windows.
(d) Renewal of window catches and casement stays to wooden windows.
(e) Interior redecoration
(f ) Filling minor cracks in plaster.
(g) Damaged internal door fittings.
(h) Damaged cupboards.
(i) Smoke damage following chimney fires caused by inadequate
cleaning of chimneys.
(j) Smoke Detector Batteries (on request the council will provide
batteries to sheltered accommodation).
(k) Plugs and chains to sink, bath and basin.
(l) Renewal of broken or lost keys.
(m) Repair/renewal of damaged lavatory seats.
(n) Sweeping of chimney flues on 6-monthly intervals.
Rubbish (a) Removal of rubbish, old furniture, floor coverings, etc. from the
house, outhouses and garden.
 INSURANCES
The Council insure the building structure, but NOT the contents. You
are strongly advised to insure your own belongings against fire, flood,
storm, theft and accidental damage to sanitary fittings, glass, etc.
JOB PRIORITY CLASSIFICATION
continued
(h) W.C. not flushing, where only one W.C. in dwelling.
(i) Repairs to external windows, doors and locks to make premises secure (which,
in the case of Council dwellings, are not the responsibility of the tenant).
(j) Inoperative or dangerous electric circuits/installations

RESPONSE TIMES
PRIORITY U – Response time: Work to be completed within 3 days
The council gives each job reported a “Priority Coding”, this ensures the most urgent (a) Loss of space heating or water heating between May or October.
jobs are done first. The codes we use are as follows: (b) Loose banister or hand rail.
Priority E – Emergency: Immediate response to be dealt with within 4 hours (c) Blocked gullies or partially obstructed drains.
and completed within 24 hours. (d) Minor leaks to roof and other leaks that have been previously been contained
Priority U – Urgent: Work to be completed within 3 working days by the tenant.
Priority R – Routine: Work to be completed within 7 days. (e) Slipped roof tiles/slates, defective guttering, chimneys, etc. which could cause
personal danger.
Priority S – Standard: Work to be completed within 4 weeks.
(f ) Main light fittings inoperative.
(g) Void tests and reports – gas/electrical.

JOB PRIORITY CLASSIFICATION PRIORITY R – Response time: Work to be completed within 7 days
(a) Weeping or slowly leaking internal pipes.
HOUSE MAINTENANCE
(b) Taps/stopcocks which will not turn.
PRIORITY E – Response Time : Immediate (c) Second W.C. not flushing.
(Work to be dealt with immediately request received and completed within 24 hours)
(d) Unusable /insanitary sanitary ware.
(a) Emergency works as directed by the Contract Administrator.
(e) Blocked flue to open fire.
(b) Loss of water to dwelling between May and October.
(f ) Defects to solid fuel heating appliances/discoloured water.
(c) Loss of space or water heating between November and April
(g) Permanent repairs to external doors and windows which were temporarily
(d) Major leaks to internal water services pipework. made secure.
(e) Blocked or leaking foul drains, soil stacks, or W.C. pans which may result in (h) Areas of rotten or unsafe timber flooring and stair treads.
effluent leaking into the dwelling.
(i) Leaking overflows.
(f ) Leaks or flooding from water or heating, pipes, tanks, cisterns or appliances
(j) Major repairs and decoration before letting.
which present an immediate threat to the fabric of the buildings, tenants
decorations or possessions. (k) General electrical repairs.
(g) Severe water penetration, ie roof leak (l) Inspect and reports (chimneys).

4 5
 JOB PRIORITY CLASSIFICATION
continued
PRIORITY S – Response time: Work to be completed within 4 weeks
(a) Faulty taps, ball valves and syphons.
(b) Blocked individual waste pipes.
(c) Blocked gutters, rainwater pipes etc.
(d) Repairs to drains.
(e) Re-roofing defects.
(f ) Repairs to doors and windows.
(g) Repairs to glazing and window furniture.
(h) Fireplace repairs.
(i) Internal plastering (minor).
(j) External plastering (minor).
(k) Defective flooring.
(l) Renewal of fittings (sink, W.C., bath etc).
(m) Internal plastering (major).
(n) External plastering (major).
(o) General masonry repairs.
(p) Renewal of rainwater goods and other minor roofs repairs.
(q) Fence and gates (renewal/repair).
(r) Damp proofing.
6 7
JOB PRIORITY CLASSIFICATION
If you are not at home when your Housing Officer or Contractor calls, a card will be
left telling you when we called. The card will ask you either to return it saying when
you will be in, or to contact the Repairs Office. Please do what the card says. If you
do not return the card there may be a delay carrying out the repairs.
IMPROVEMENTS BY THE TENANT
The Council encourages tenants to carry out improvements and alterations to
their homes. However, you must get written permission first to ensure that your
proposals are reasonable and acceptable. You must also, where applicable, conform
with Planning and/or Building Regulations. Careful consideration is given to all
requests to carry out self help work and permission will normally be granted in the
majority of cases, albeit that certain conditions may be applied. Certain qualifying
improvements may be eligible for compensation when you vacate the property.
Compensation claims will only be considered if the eligible improvement was
carried out after 1st April 1994 and you have obtained written permission for it
(prior to carrying out the works). Full details of the scheme can be obtained from
your District Housing Team .
RIGHT TO REPAIR
In April 1994 a new scheme was introduced which means that for certain specified
repairs not completed in time you may be entitled to have the work carried out
by a second contractor and if the work is not completed within the second time
limit, compensation will be paid. This scheme does not mean that you can have
the work carried out yourself and that the Council will pay bills for such work in
all circumstances (full details of the scheme can be obtained from the Housing
Department).
 HEATING SYSTEMS ELECTRICAL FITTINGS
If radiators are not heating up sufficiently, it might be Fluorescent lights normally give long life.
because air is trapped in them and you should try to If they flicker when you turn them off, it could be
bleed them. This is easily done with a Radiator Key. because the Starter Switch is faulty.
Be sure not to open the valve any more than is
necessary to let the air out. When the hissing noise
stops and the water appears, the radiator is free of air
and the valve should be tightly closed.

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)?
Please remember, care should always be taken with electrical equipment
● What type of fuel does the system use (eg. Gas, electricity, solid
and fittings. Problems, such as flickering lights and overheating sockets,
fuel or oil)?
should be reported without delay.
● Have you tried to bleed the radiators?
● Does your heating system also provide hot water, if so, are you
without both water services? PLEASE TELL US
● Have you checked the thermostat, timer or fuses?
● What is the exact nature of the problem (eg sockets and /or lights
WITH ALL HEATING PROBLEMS not working, lights flickering, broken switch etc)?
● Have you, in the case of light failure, checked the bulb?
● Have you any alternative means of heating (or, if also affected, of
obtaining hot water)? ● Does the problem affect one room, if so, which one?
● Are there any persons with medical needs or very young or ● Were you using a particular appliance at the time of the power
elderly people with in the household? failure and, if so, have you checked the plug fuse?

8 9
 Doors WATER SERVICES

It may be necessary to turn off your

main Stop Valve. You should know
where it is situated and it is wise to
test it twice a year. To do this, first
shut it off and then open it fully.
Then close it slightly by turning it
back towards off by half a turn.
Some items of equipment may have their own Isolation Valves, so that the water
supply can be turned off without affecting the rest of the supply. If this is not the
case you may be able to turn the relevant supply pipe off at the Gate Valves on the
pips coming out of the cold water tank. This will leave you with some services, even
PLEASE TELL US though it might only cold water in the kitchen tap.

● Which door was affected (internal or external)?

● Have you a security system? PLEASE TELL US
● Was the damage the result of forced entry? ● If you have a leak, can you see where it is, (supply or waste) and
● If the door will not close properly, has it been recently painted, or which item of equipment is affected?
does it show signs of warping? ● How Serious is the leak and is it in the hot or cold supply?
● Is there any damage to the frame, locks or door furniture? ● Are your electrics affected?
● If a glazed panel is broken, what is the type of glass and how was ● If your water supply has been shut off, it may be important to turn
it broken? off your heating appliances.

10 11
 OVERFLOWS TAPS
1
The Tap Head or Handle (1) might be 2
loose, perhaps because the
Retaining Screw (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 the Base (4). 3

You can take temporary action

whilst waiting for the overflow to
be repaired, by tying the Float in
the up position, thus closing the
Ball Valve. This will shut off the
water supply to the Cistern.

PLEASE TELL US
PLEASE TELL US ● What type of tap is it?
● Which overflow is causing the problem (eg for the toilet, cold ● What appliance is served by the tap (eg. bath, sink, wash basin)?
water tank, etc)?
● What is the exact problem (eg. loose tap head, dripping tap etc)?
● Where does the overflow discharge (eg. outside)?
● You should find out where the stop valve is, in case you need to
● Is the overflow running continuously or not? turn it off.

12 13
 GUTTERS AND RAINWATER LOCKS

3
2 4

1. The rainwater pipe may lead into a Hopperhead,

which is a possible point of blockage by leaves.
5
2. This small section of gutter is the Running
Outlet. It may become blocked with leaves.

3. Each section of the gutter is supported by

1 Gutter Brackets, which may be broken, or not
securing the gutter properly. The Striking Plate or Keep
6 should be fixed to the door
4. Rainwater pipes can leak at seals and joints, frame.
particularly on a Gutter Angle (this is an external
gutter angle). If the Lock is sticking, you
might try lightly oiling it
5. Rainwater pipes are secured to the wall by through the keyhole.
Pipe Clips, which may need attention.
If you have lost or broken
6. The Shoe of the rainwater pipe discharges your Key, we may be able to
rainwater into a Gulley, where leaves and other gain entry and change part
debris may cause blockages. of the Lock.

PLEASE TELL US PLEASE TELL US

● Which lock is affectd and is there a second lock to the door?
● Is the gutter blocked, if so, can you see where?
● What type of lock is it (this may be shown on the key)?
● Do you know what material the damaged part is made of (eg. iron
or plastic)? ● Has the door been forced open?
● Is there a leak on either the gutter or rainwater pipe, if so, where is ● If the lock needs refixing, what is the door made of (eg. wood,
it (eg. on a joint)? plastic, metal)?
● If guttering is broken, how many sections are involved? ● Do you have a security problem?

14 15
 WINDOWS ROOFS
Your roof will be Pitched (1) like those
illustrated in the drawing, or Flat (2) .

The roof covering will be either Tiles

or Slates, some of which may be loose
or missing.

Ridge tiles (3) or Hip Tiles (4) can also

become dislodged.

4
1
If you have a Chimney you
may be able to see obvious
problems with it, such as
damage to a Chimney Pot.
2
Please remember that glass is Tenants responsibility,
however broken.

IF IT’S A PROBLEM WITH THE WINDOW

● What type of window is it and what is it made of (ie. wood, metal, PLEASE TELL US
plastic)?
● Do you have a pitched or flat roof?
● Which floor is it on and which room is it in?
● How many storeys high is the roof?
● Are there any apparent problems, such as visible cracks in the
sealing between the frame and the brickwork, loose or missing ● Are any tiles or slates missing, if so can you see how many?
putty, rot in the frame, missing/broken stays or fasteners, sash
● Is water coming through the ceiling, if so in which rooms and is it
cords which do not work, etc?
happening all the time?
● If a tiled sill is damaged, how many tiles are broken or missing and
● Does anyone live above you, if so, when will they be in?
what type are they?
● Are your electrics affected? If they are, switch the power off at the
● If you have a problem closing the window, has it recently been
mains as soon as possible, remembering to take care.
painted or does it show signs of warping?

16 17
 SINKS AND WASHBASINS TOILETS
Sometimes a cistern will overflow.
If it does, temporary action may
be taken. This is described on
the page dealing with Overflows.

There can be a problem with the

Cistern, causing it not to fill up. If
you lift the Lid you may be able to
Various problems can occur with
see if this is the case.
Taps (eg. a slow drip indicating the
possible need for a new washer).

All wash basins are fitted with a

Trap. Many have a Bottle Trap
like this one, which can easily be
cleaned 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 PLEASE TELL US

● Is the problem with the sink (in the kitchen) or a wash basin (in
the toilet or bathroom)? ● Is the pan cracked, or are any pipes or joints leaking?

● What exactly is the nature of the problem (eg. a blockage, leak, ● Does the toilet only leak when it is flushed?
crack, etc)? ● If the toilet will not flush, are there any broken parts, which you
● If there is a leak on the supply pipe, is it the hot or cold one? have noticed from looking inside the cistern?

● If the sink is blocked, what type of trap is it and have you made ● Has the water supply been turned off?
any attempts to clear it? ● How did the damage occur?
● How did the damage occur? ● Do you have a second toilet in your home?
● If there’s a problem with the tap, what type is it? (See Taps Page). ● Are there any obvious problems, such as a broken pan?

18 19
 DRAINS BATHS

PLEASE TELL US
● If there is a leak, which pip is it on?
PLEASE TELL US ● If a leak is on a supply pipe, is it the hot or cold one?
● Do you have a problem with soiled water backing-up, perhaps in ● If there is a problem with an overflow pipe, where does it empty
your toilet? out?
● Is the waste trap in your bath, sink or wash basin blocked, if so, ● If the splashback tiles are broken, how many tiles are affected
have you tried to clear it? and what is their colour and pattern?
● Is there any flooding from an inspection chamber? ● If the bath panel is damaged, what colour and material is it?
● Is there any damage to your home? ● Has the leak caused any damage in your home?

20 21
 POWER FAILURE FAULT FINDING WALLS AND CEILINGS
Types of Damp Plaster Problems

● Damp patches on ceilings may be ● A bulging ceiling may need early

caused by leaking plumbing attention and should be reported as
equipment or rainwater penetration. soon as possible.
● Damp penetrating from outside ● Plaster flaking off walls and/or
A B

will appear only on external walls.
Penetration may only be apparent


ceilings could have several causes.
Usually, an inspection will be
near windows or close to gutters or necessary, to find the cause and best
rainwater pipes. remedy.
● Try to establish whether the damp ● Many buildings experience some
appears only when it rain or all the minor movement, which can cause

A B
time. plaster cracks. In reporting these, try
to be specific on such things as
● Rising damp is caused by water from
location and the extent of the cracks.
the ground penetrating damp
courses. Signs include peeling ● Cracked or fallen rendering on
wallpaper, lifting floor tiles and external walls should be reported,
discoloured patches on lower walls. giving as much detail as possible.
● Mould on walls can often be wiped ● If you are reporting loose, broken
clean but should be reported if it or missing tiles, such as in bathrooms,
becomes serious. tell us how many are missing or need
refixing, their size and colour.
● 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.

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.

22 23
 WATER HEATERS TYPICAL SOLID FUEL ROOM HEATER
There will often be a Temperature
1 Control Switch (1) at the top of the
immersion rod, or alternatively a
Cylinder Thermostat (2) might be
fixed to the outside of the cylinder.

3
Where an immersion
heater is fitted, there
will be a nearby
Power Switch and
perhaps a Timer.
2

You may have other

types of heater in your
home, such as a gas
fired Instantaneous
It is common for homes to have a Water Heater.
Hot Water Cylinder. Water may be
heated by an Immersion Rod (3) .
It is also common for hot water to be fed to the
cylinder from a boiler, either independent of, or
part of, a central heating systems.
Please remember to use the correct fuel specified for each appliance.
If you are not sure contact the Housing Department.
PLEASE TELL US
● What type of heating system do you have and do you know the
makers name (it may be marked on it)?
PLEASE TELL US
● Do you have hot water at any time or not at all?
● What type of solid fuel appliance is installed at your home?
● Is the water cylinder hot, even when hot water is not coming
through the taps? ● Is the appliance able to be used to provide warmth and hot water?
● Do you have alternative methods of heating water in your home? ● Do you have alternative heating?
● Do you have other water supply problems? ● Nature of problem and, if possible, any parts that may be required.

24 25