Reporting Faults

Your Guide to the Maintenance System

Keeping your home in good condition is a joint responsibility. In this handbook, we will tell you about the repairs that we will do and what we expect you to do in return.

You will also find details about:

• our system of repair priorities,
• our arrangements for painting and decorating the outside of your home,
• the planned maintenance work we do and what happens when we make large scale repairs to your home.

At the end of this handbook, we will explain how to report damage to your property and request repairs.

We have also included some information about some common faults, to help you explain your problem to our staff when you call.

OUR RESPONSIBILITIES

It is our job to make sure the building you live in is safe and sound.  If you live in short life housing (that is, housing which is going to be improved or redeveloped in the near future) we will only undertake minor repairs to ensure your home is wind and watertight.

If your home is not due for major refurbishment our responsibilities are much greater. 

To keep the structure and outside of your home in good condition, we have to repair (and replace when necessary and when funds permit): 

• drains,
• guttering and pipes outside;
• the roof;
• outside walls and doors;
• windows, window fastenings and frames;
• inside walls, floors and ceilings;
• inside doors, door frames and hinges;
• skirting boards; chimney, chimney stacks and flues;
• pathways, steps or other routes to your home;
• plaster work;
• television reception systems, but only if you pay a surcharge with your rent for this service;
• built in garages and stores;
• boundary walls and fences.

The Department strictly enforces a recharge policy where damage to the dwelling has been caused by neglect or deliberate abuse.

We are also responsible for painting and decorating the outside of your home usually on a rolling 5 to 7 year program. 

To keep the inside of your home in good order, we will look after:

• the plumbing (including basins, sinks, baths, toilets, flushing systems, waste and water pipes);
• your heating system, including the boiler, gas pipes and
• any fitted fires or fire place;
• and the electrical wiring, including sockets and switches.

We will also repair and decorate any common communal areas you share with your neighbours such as hallways and entrances, on a rolling five to ten year programme.

WHAT WE EXPECT OF YOU

It is your responsibility to keep your home (and garden, if you have one) in good condition.  We expect you to keep your home clean and to look after the fittings we have provided.  If you are not living in short life housing, we also expect you to keep the inside of your home decorated to a good standard.

PLEASE NOTE:

You must not paint:

• radiators or storage heaters
• kitchen units or worktops
• tiles
• bathroom fixtures
• aluminium or plastic window frames and doors

If you, a family member or visitor damage your home or any of our fittings you must repair the damage to our satisfaction.  If we have to do the repairs for you, we will charge you the cost of doing the work plus an additional fee to cover administrative costs. 

For further details, please contact your Maintenance Officer.

You are also responsible for doing the following: 

• having your chimney swept regularly unless your chimney is part of an integrated central heating system; 
• repair anything you put into your home yourself;
• arranging for minor repairs inside your home, including:
• replacing broken windows;
• repairing interior doors and cupboards;
• replacing plugs, light bulbs, fluorescent tubes, fluorescent light starter modules and lost keys;
• unblocking sinks, basins, and baths;

repairing and replacing furniture, carpets and floor coverings after a flood or fire;  (The Department has insurance cover to ensure that repairs to the building and the fixtures can be carried out, however, this insurance cover does not extend to items owned by you.  For your own benefit therefore, it is of paramount importance that you ensure that at all times you have home contents insurance and that this insurance extends to covering the replacement of glass in windows and doors.)

• redecorating after a fire or a flood;
• repairing or replacing mirrors, toilet seats, toilet roll holders etc..;
• any isolated pest control problem;
• dealing with faults to your television reception system, unless you pay a surcharge in your rent for this service;
• replacing lost keys.

You will find some tips on looking after you home later in this handbook.

LETTING US INTO YOUR HOME

If we need access to your home to repair or inspect it, we will always try to give you sufficient notice.  We may also need access if we need to work on a home next to yours.  Whenever possible we will give you 24 hours notice and we will make an appointment.  However, in an emergency, for example if there is a water leak, we may need to enter your home straight away. 

We would like to remind you that Clause 1.(a) (ix) of your Tenancy Agreement requires that 'the Tenant shall allow the Landlord's officers and their appointed Agents or workmen, immediate access to the premises in cases of emergency, or, at all reasonable times for the purpose of carrying out inspections, refurbishment's or repair'.

IMPROVING YOUR HOME

Should you wish to improve your home, you will be encouraged to do so.  However, you must seek the written permission of your Maintenance Officer before going ahead.

It is important that you do not undertake any works without consulting your Maintenance Officer as certain works do require the consent not only of the Housing department but also the consent of the Planning and Environment department.  An example of this is the erection of Satellite Television dishes.

OUR REPAIRS SYSTEM

When you report a repair to us, we have to decide: if it is our responsibility and how urgent it is.  (If we already have plans to repair or replace the item, we may ask you to wait.)  We have worked out a list of priorities for doing repairs, so that we always deal with the most urgent jobs first.  Whenever possible we carry out repairs within these time limits.  We keep records so that we can check regularly whether we are meeting our targets. 

QUICK REFERENCE GUIDE

CATEGORY	DETAIL OF JOB	WHO IS RESPONSIBLE	WHAT IS THE PRIORITY
PLUMBING	Blocked Drains	Us unless you have caused the blockage	PRIORITY 2
	Leaking Pipes	Us	PRIORITY 1
	Flood	Us unless caused by an appliance such as a Washing Machine	PRIORITY 1
	Blocked WC, Bath or Sink	YOU
ELECTRICS	Broken Light Bulbs	YOU
	Broken Switches/sockets	Us unless they have been broken by you	PRIORITY 4
	Power Failure	Us or the JEC, unless an appliance has caused the failure	PRIORITY 2
INTERNAL REPAIRS	Repairing door handles	YOU
	Repairing internal doors	YOU
	Repairing internal cupboards	YOU
	Repairing internal door locks	YOU
	Repairing Skirting boards, doors, door frames, walls and ceilings	US unless the damage is caused deliberately or by your neglect	PRIORITY 4
	Repairing Bathroom fixtures such as bath, WC and WashHandBasin	US unless the damage is caused deliberately or by your neglect	PRIORITY 4
	Repairing / Replacing WC seat	YOU
	Repairing Bathroom Mirror	YOU
EXTERNAL REPAIRS	Lost Keys	YOU
	Repairing front door and frame	US unless the damage is caused deliberately or by your neglect	PRIORITY 4
	Broken Windows	YOU
	Gutters and Down Pipes	US	PRIORITY 3
	Roof	US	PRIORITY 3
	Boundary Walls	US	PRIORITY 4
	Window Frames	US unless the damage is caused deliberately or by your neglect	PRIORITY 4
	Garage doors	US unless the damage is caused deliberately or by your neglect	PRIORITY 4
HEATING	No Hot Water	US	PRIORITY 3
	No Heating	US	PRIORITY 2
	Sweeping Chimney	US once per annum only	PRIORITY 3
	Providing Ash Tippy's	YOU
	Repair Front Panel on Parkray Fire	YOU
	Replace Bulbs on Electric Fire	YOU
	Replace Electric Element on Fire	YOU
MISCELLANEOUS	Isolated Pest Control Problem	YOU

In the event that we carry out a repair which is deemed to be your responsibility, you will be invoiced for the full cost of all materials and labour together with an appropriate administration fee.

Priority One Jobs (within 1 hour)

Priority One jobs are emergencies that we have to deal with both inside and outside of normal office hours.  Our target for priority one jobs is to get a contractor to you within an hour to start dealing with the problem. 

Remember, our aim at this stage will simply be to make your home secure, we will not necessarily effect a full and permanent repair.

We may need to return at a later date to finish the repair.  Emergencies can include:

• burst pipes;
• fires;
• and flooding. 

A fault with a heating system is not an emergency matter.  You are advised to ensure that you have a form of temporary heating available in the event that your central heating breaks down.

Priority Two Jobs (within 12 working hours)

Priority Two jobs are urgent but not quite as serious as emergencies.  We aim to get to you within twelve working  hours to start solving the problem.  These jobs can include: 

• blocked drains (but we will charge you for the work if you have caused the blockage yourself); 
• no electricity supply;
• making your home secure (for example, after a break in)

In Winter Priority Two jobs include: 

• lack of light during the months October to April;
• and dealing with a heating system that has stopped working.

Priority Three Jobs (within 3 working days)

Priority Three jobs are important works, which we aim to undertake within three working days.  These works might include: 

• replacing missing roof tiles and faulty guttering;
• failure of an internal light system;
• stopping minor leaks and water overflows;
• defective television reception.

Priority Four Jobs (within 10 working days)

Priority Four jobs are essential to your comfort at home.  We aim to attend to the work within ten working days.  These jobs might include: 

• repairing electrical sockets and individual storage heaters;
• mending minor roof leaks or broken guttering;
• putting right heating or hot water systems that are not working properly;
• carrying out adaptations on medical grounds;
• repairing floors, doors or windows; 

Every effort will be made to attend to your repair within the stated time scale, please do not call back until that period of time has elapsed.  Repeat calls tie up the telephone system, occupy valuable time that staff can be using to organise work and ultimately means that our ability to process repairs is reduced.

WHO WILL CARRY OUT THE REPAIRS?

A contractor approved by the Housing department, as being competent to undertake the works will carry out your repair.

All of our contractors and staff carry Photo ID cards.  If you are in any doubt about someone who wants to come into you home to carry out a repair, you should ask to see their ID Card, if in doubt do not admit them and notify the Maintenance Office on +44(0)1534 445510.

Our ID cards have our logo and the name and employing Company of the Contractor clearly displayed.  On the reverse of the ID card is the telephone number of the Maintenance Office, who you should call if you are concerned.  Please note that the Public Utility Companies, such as the JEC have their own ID cards.

How Contractors Behave

We tell our contractors how we expect them to behave in your home. 

They must: 

• show you and your belongings respect;
• be polite;
• keep outside doors and windows closed unless they are painting or repairing them;
• and make sure that they clear up at the end of every day. 

They must not, without your permission: 

• use or move your belongings;
• smoke in your home;
• use radios or personal stereos;
• use your toilet or sink;
• use your phone;
• leave tools, loose materials, gas bottles in your home or areas you share with your neighbours;
• eat or drink in your home;
• or go into your home if they are not working there.

We expect them to let you know what they are doing.  If you are not satisfied with the way a contractor behaves in your home, please let us know.  You will find details of how to make a complaint on page 15 of this handbook.

WORK WE PLAN IN ADVANCE

We aim to paint and decorate the outside of your building every five years.  We will also regularly service and replace parts of your home when they are due to wear out.  By planning this work and working on a number of homes in the same area at once, we save money and make sure that we keep all our homes in the best possible condition. 

LARGE SCALE REPAIRS

When we plan large-scale repairs, the following will apply. We will try to give you as much notice as possible, at least four weeks, and let you know before work begins about: 

• the type of work we will be doing, 
• the contractor who will be doing the work,
• how long the work will take and who to ask if you have a question.

However, if large-scale works are urgent, work may have to begin without the desired periods of notice being given.  In such circumstances, we will always aim to let you know what is happening as soon as we can.

AIDS AND ADAPTATIONS

If someone in your home is elderly, disabled or has a long-term illness, we may be able to help you by improving or adapting your home. The change we make can be something simple, like putting in grab rails in the bathroom, or, the change can involve more major work, such as fitting a chair lift or a shower. 

If you think an improvement to your home could help someone in your household to be more independent, ask your Maintenance Officer for more details.

REPORTING A REPAIR

You can let us know if a repair is required to your home by:

• writing to us;
• completing a report card and posting it or delivering it to the Housing Office; (these are available from the Housing Office, however, a number have been included at the back of this handbook for your convenience)
• sending us a fax on +44(0)1534 445530;
• emailing us at Housing-maintenance@gov.je
• visiting the Customer Service Centre;
• telephoning the Housing Office or in the event that you have an emergency telephoning our Emergency Service. 

APPOINTMENTS

If your repair is simple and not an emergency, our contractor will make an appointment with you to come and complete it. 

We regret it is not always possible for us to make an appointment at the time you call so please be sure you leave your telephone number with the staff member you speak to.

We may call to make an appointment with you to take a look at the job that needs doing, or to inspect the work and check that the Contractor has done a good job.

SATISFACTION SLIPS

When you have a repair undertaken, we may send you a satisfaction slip.  We ask you to fill it in and return it to us, to tell us whether you are happy with the work that has been done.  We also ask you to comment on the way you were treated by our staff and contractors.

When you let us know how your repair went, you are helping us to make sure we are providing a good quality service.  You are also helping us to know when we get it right, as well as when things are less satisfactory.

WHEN YOU VACATE YOUR HOME

You are required to leave your home in a clean and tidy condition when you vacate it.  The property should be cleared of all furniture, carpets and rubbish. Before vacating your property you will be visited by your Void Property Officer, he will offer you advice about what minor repairs you will need to carry out before handing back your keys.

The Department operates a strict recharge policy with regard to clearing items left behind or repairing damage to the property, which is over and above fair wear and tear.

EMERGENCIES

During Office Hours

If you need help with an emergency during office hours, phone the Housing Maintenance Office.  You will find the number on the back cover of this handbook.

Out Of Hours

If you have an emergency outside normal working hours you should phone the Housing Maintenance Office where you will find instructions with regard to who to call to report your emergency.

An emergency might be:

• a serious water leak;
• a burst pipe;a blocked toilet, if you have only one toilet (You will be charged the cost of unblocking the toilet if you have caused the blockage yourself);
• complete electrical failure (You will be charged the cost of repairs if your own appliance has caused the failure or if the failure is due to the electricity bill not having been paid);
• boarding up doors or windows after a break-in (You will be charged the cost of the works).

When you phone our emergency number, you will speak to the Duty Officer, who will instruct a contractor to attend to your immediate problem if he/she considers it to be an emergency.

The repair may not, however, be completed until the next working day or thereafter.  It is important that you appreciate that this service is for emergencies only.  (If you phone us for a repair that is not an emergency, we may charge you for the contractors costs associated with calling him/her out).

Before You Call Us

When you have an emergency, it is important you remember the following points. 

• If you smell gas, do not turn on the lights and do not use naked flames.  Open all the windows and phone the Jersey Gas Company or us straight away. Jersey Gas can be contacted on +44(0)1534 755555.  (Other useful numbers are detailed on the back cover of this handbook).
• If your electricity has gone off, check the trip switch on the main fuse board before you call us. 
• If your electric stopped working when you switched on an appliance, switch it off and unplug it before resetting the trip switch.  It maybe that the appliance is faulty rather than your electrical system. 
• If the trip switch is not off, check whether your neighbours have electricity.  If they haven’t, the problem is probably down to the Jersey Electricity Company and we will not be able to help.  You should call their emergency number +44(0)1534 505050.
• If you have a serious water leak, turn the water off at the stopcock,  (Usually located under your kitchen sink).  Open all your taps to drain down the water system and turn off gas-fired heating or electric hot water cylinders.  If the leak is pouring through the ceiling do not switch on the lights in that room. 
• If your roof is leaking put a bucket under the leak.  Don’t touch anything electrical in any room that is affected by the leak. 

If you break a window you can call us but remember you will be charged the cost of the repairs plus an administrative charge, it may therefore prove cheaper for you to contact a glazier direct.

ARREARS OF RENT

If you are in arrears with your rent account the Maintenance Department reserve the right to refuse to carry out certain non urgent works until your account has been brought up to date.

HOW TO CONTACT US

The Housing Maintenance Department is open 9.00am to 5pm Monday to Fridays and there is always an Officer in the office during lunchtimes.  In addition we have an Email address, Housing-maintenance@gov.je.  Please feel free to contact us this way.

Please note: Our Office is not open on Saturdays and Sundays or on Public Holidays.  However, an Officer is always on duty to deal with Emergencies only.

 

OUR ADDRESS :

HOUSING MAINTENANCE

PO BOX 587

ST HELIER

JE4 8XT

TEL:    +44(0)1534 445570 (We operate a call queuing system and calls are answered in order)

FAX:    +44(0)1534 445530                                   

EMAIL: Housing-maintenance@gov.je

MAINTENANCE OFFICERS

MR M LEWIS MR D GRIFFITHS MR T MCGRINDER

OTHER USEFUL NUMBERS

JERSEY ELECTRICITY:	+44(0)1534 505000
JEC EMERGENCY:	+44(0)1534 505050
JERSEY GAS:	+44(0)1534 755500
Jersey Water	+44(0)1534 707300
NEWTEL:	+44(0)1534 506400