Section 3
Looking after your home
Contents
Repairs • Repairs Call Centre • Our responsibilities • Your responsibilities • Letting us into your property • Right to repair
• Timescales for repairs • Annual gas services 3
3
4
4
4
5
5
6
Estate services and the environment • Cleaning and ground maintenance • Security and reception services • Keys and key fobs • Parking on our estates • Parking restrictions • Parking permits
• Garages • Abandoned and taxed vehicles • Satellite dishes and TV aerials • Alterations and improvements
• Adaptations 7
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8
9
10
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11
12
13
15
16
18
Health and safety • Gas • Fire • Carbon monoxide • Electricity • Security • Water • Saving energy • Health and safety tips 19
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20
23
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25
28
29
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Insurance
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Looking after your home 2
Section 3
Section 3
Looking after your home
Repairs
Repairs Call Centre
We are responsible for doing some
of the repairs to your home, and you
are responsible for others. Enterprise
(working in partnership with us) is
responsible for providing a housing
repairs and maintenance service.
Enterprise has a 24 hour contact
centre. This means that all repairs
can be reported on one phone
number, which will be staffed 24
hours a day, seven days a week. If
you need a repair, you can contact
the call centre in the following ways.
Phone: 020 8592 7388
Fax: 020 8984 4001
Textphone: 020 8984 4117
Email:
[email protected]
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Looking after your home Section 3
Our responsibilities
We are responsible for maintaining
most of the items we provided with
the property when your tenancy
started, but only if they need to be
repaired or replaced as a result of
fair wear and tear.
If we carry out any urgent repairs that
you are responsible for, we will ask
you to pay for the cost. If you are not
sure who is responsible for a repair,
contact the repairs call centre.
We are responsible for repairing and
maintaining:
• the structure and outside of the
building;
• the services that supply water,
gas, electricity, waste-water
services, heating and hot water;
and
• equipment that we have installed
for delivering these services.
Letting us into the property
Your responsibilities
If we come to your home and
we cannot get in, we will cancel
the appointment unless it is an
emergency. In an emergency
(for example, if there is flooding)
we may need to use force to get
into your home.
During your tenancy, you must
report any repairs, in your property
and shared areas, that we are
responsible for. You are also
responsible for maintaining some
minor faults in your home. These
minor faults may include:
• damage caused by you or anyone
living with or visiting you;
• replacing light bulbs and batteries
in smoke detectors; and
• repairs to improvements you have
made to your home.
4
When you report a repair, we will
agree a suitable appointment for
someone to come out to your home.
You will be offered either a morning
or afternoon appointment. You must
make sure that an adult is at home
at the time of the appointment.
If you cannot keep the appointment,
let us know so that we can make
a new one.
Always check the identity of the
caller before you allow them to
enter your home.
Section 3
Looking after your home
Right to repair
If you are a secure tenant, we have a
legal duty to carry out certain urgent
repairs which are likely to affect your
health, safety and security. This is
known as ‘right to repair’.
The right-to-repair scheme lists
common repairs (called ‘qualifying
repairs’) and sets how many working
days we must complete the work
in. If our contractor does not do
the work within that time, you have
the right to ask us to use a different
contractor.
If the second contractor does not
do the work on time, you can claim
compensation.
Timescales for repairs
One day
• Total loss of electricity
• A power socket, lighting socket or
electrical fitting that is not safe
• Total loss of water supply
• Loss of gas supply to all or part of
your home
• Any loss of heating or hot water
between 31 October and 30 April
• A blocked or leaking toilet (if there
is no other working toilet in the
property), waste-water drain or
soil stack (pipe taking waste from
the toilet)
• A toilet that won’t flush
(if there is no other working
toilet in the home)
• A leaking water pipe, tank
or cistern
• An outside window, door
or lock that is not secure
Three days
• Loss of electricity supply in parts
of your home
• Loss of water supply in parts
of your home
• Any loss of heating or hot water
between 1 May and 1 November
• A blocked sink, bath or basin
• A tap that won’t turn
• A loose or detached banister
or handrail
• Rotten wooden flooring
or steps on the stairs
Seven days
• A leaking roof
• A broken door entryphone
• A broken extractor fan in the
kitchen or bathroom
Note: we will complete all other
repairs within 20 working days.
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Looking after your home Annual gas servicing
Faulty appliances can kill. For this
reason, each year we must check
the safety of the appliance we own
and the pipes that come from the
gas meter into your home. You must
let us into your home to carry out
this check. If the appointment we
give you is not suitable, phone
the Repairs Call Centre on
020 8592 7388 to make a new one.
Because of the seriousness of the
work, if you do not let us into your
home we will take legal action
against you.
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Section 3
Section 3
Looking after your home
Estate services and the environment
Cleaning and
ground maintenance
Our Neighbourhood Caretaking
Service provides a cleaning service
to various estates around the
borough, as well as other specific
services which relate to individual
blocks. If you are receiving a
caretaking service in your area, this
will be shown on your annual rent
notification letter.
If you want to report a problem,
phone Barking and Dagenham
Direct on 020 8215 3000.
Note: Fly-tipping and writing
graffiti are criminal offences.
If you see this happening you
should report it to us without delay
on 020 8215 3000.
We provide the following services
on our estates.
• Caretaking service to blocks
of flats
• Removing graffiti
• Removing litter arising from
drug use
• Clearing fly-tipping (items that
have been illegally dumped)
• Collecting bulky waste (such
as household appliances from
council flats)
• Cleaning rubbish chutes and
bin rooms
• Minor repairs to shared areas
(if caretakers have been trained
to carry out those repairs)
• Reporting or replacing faulty
lighting
7
Looking after your home Section 3
Security and reception services
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We have introduced security and
reception services in some high-rise
blocks. This service is to provide
a safer, cleaner environment for
people who live on or visit the
estates. Some blocks also have
security patrols at night.
If your home is covered by the
security and reception service you
will pay a service charge for this. If
there are problems with the service
and the reception is not staffed for
48 hours or more, we will refund
your service charge for that period.
Our security staff do the following.
• Provide a secure and welcoming
reception service for you and
people visiting the block.
• Monitor the closed-circuit television
(CCTV) system in and around the
block (if one is installed).
• Make sure that the lifts are working
properly and report breakdowns,
as well as other faults or vandalism
in shared areas.
• Deal with emergencies when
possible, and work with other
agencies such as the police.
For full information on how the
security and reception service
works, please ask us for a leaflet.
If you are not happy with any
part of the service, phone
Barking and Dagenham Direct
on 020 8215 3000.
Section 3
Looking after your home
Keys and key fobs
If you lose your key fob, report this
by phoning 020 8215 3000. We will
arrange for it to be cancelled from
the system and for you to be sent a
new one (you may have to pay a fee
for the replacement). Please note
that our security staff do not keep
spare keys to your flat. At the end
of your tenancy, you must return all
keys and key fobs.
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Looking after your home Section 3
Parking on our estates
There are strict rules on where you
can park your vehicles. Your tenancy
conditions tell you about your
responsibilities. For example, you
must not create a parking space or
build a garage or drive without our
permission.
You can park anywhere where there
are no parking restrictions, although
you must not park in the following
places.
• On ‘amenity’ greens (for example,
grass verges or grassed areas)
• In front of access ways
• In front of emergency exits
• Anywhere which obstructs
the road
You must not cause an obstruction
that would prevent fire engines
or ambulances from getting to a
property if there was an emergency.
Parking restrictions
Dropped kerbs
If you have a front garden that is at
least 4.5 metres long, and you want
to park your car on it, you must write
to your Tenancy Services Officer to
ask for permission. We will carry out
an inspection before we agree to or
refuse your request.
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To park in your front garden, you
will need to have a dropped kerb.
To apply for a dropped kerb you
will need to phone Highways on
020 8215 3000 to get an
application form.
Lorry parks
If you drive or own a lorry, you are
not allowed to park on any of our
estates or streets. All lorries must be
parked overnight in a designated
lorry park.
Parking barriers
A few of our estates have controlled
entry and exit systems to the car
park. Always make sure that you
follow the guidelines on using the
barrier and close the barrier gates
behind you.
Disabled parking
If you are disabled and are having
trouble finding a parking space
close to your home, ask whether you
can have a disabled parking bay.
You can also apply for a blue badge
to allow you to use any disabled
parking bay.
Section 3
Looking after your home
Parking permits
There are parking restrictions on
certain areas within the borough. If
the area where you live is affected,
you can apply for a residents’ or
visitors’ parking permit. You must
display your permit and your tax
disc, otherwise we may clamp or
remove your vehicle.
How to apply for a parking permit
You can apply for a parking permit
by filling in an application form from
Parking Services. You must provide
your insurance document, your
vehicle’s registration document,
and two documents to prove your
address. There is a charge for each
permit, unless you can prove that
you hold a valid disabled parking
badge (blue badge).
You can also apply for visitors’
parking cards for your relatives.
To apply for a permit, write to:
Parking Services
PO Box 500
Barking
IG11 7LU.
You can also visit the Barking
Learning Centre at
2 Town Square, Barking, IG11 7NB.
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Looking after your home Garages
We have a number of garages
available for rent in the borough. If
you rent a garage from us, you must
make sure that the rent on the garage
is kept up to date. If you do not pay
your rent on the garage, we do not
have to get an order to take it back.
If you are interested in renting
a garage, phone Barking and
Dagenham Direct on
020 8215 3000.
If you no longer want to rent a
garage from us, you must hand the
garage keys into the office where
you signed the tenancy agreement.
You will then be given a receipt for
the keys. You will have to give a
week’s notice and your tenancy
will end on a Monday. If you transfer to a new council
property within the borough, you
must either end your garage tenancy
or sign a new garage tenancy
agreement. If you move to other
accommodation, you may still be
able to keep your garage, but you
will need to sign a private garage
tenancy and pay VAT on the rent.
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Section 3
Section 3
Looking after your home
Abandoned and untaxed vehicles
What is an abandoned vehicle?
What we will do to help
We will consider a vehicle to be
abandoned if it does not seem to
be owned by anyone living on or
visiting the estate. It may have no tax
and it may also be in a dangerous
condition.
• We will inspect all abandoned
vehicles within one working day
of them being reported to us.
• Depending on the condition and
location of the vehicle, a notice
may be placed on it to warn
the owner that the car could be
clamped or removed. The notice
period given depends on the
value of the vehicle.
• If a vehicle is considered to be
worth a reasonable amount, it
can be removed immediately.
The registered keeper would
be given seven days’ notice to
recover the vehicle.
• If a vehicle is considered to have
no value, the keeper would be
given 24 hours’ notice to move
the vehicle. However under
certain circumstances we may
remove the vehicle immediately.
• If a vehicle is on private land, the
keeper would be given 15 days’
notice to move the vehicle.
• We also have the power to claim
back the costs of us removing,
storing and disposing of a vehicle.
We would claim these costs back
from the person responsible for
abandoning the vehicle.
How to report an
abandoned vehicle
You can report abandoned vehicles
or untaxed vehicles by calling
Barking and Dagenham Direct on
020 8215 3005. You will need to
provide the following information.
• The make, model and colour of
the vehicle.
• The vehicle’s registration number.
• The condition of the vehicle
(including details of any
vandalism).
• The date any tax disc on the
vehicle runs out.
• The location of the vehicle and
whether it is causing any kind of
obstruction.
• How long the vehicle has been
abandoned.
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Looking after your home • Under the Removal and Disposal
of Vehicle Regulations 1986,
the police can remove any
vehicle that has broken any local
traffic regulations, is causing
an obstruction, likely to cause a
danger, is broken down or has
been abandoned.
• We will also report untaxed
vehicles to the Driver and Vehicle
Licensing Agency (DVLA).
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Section 3
Section 3
Looking after your home
Satellite dishes and TV aerials
Satellite dishes
If you live in a house
or converted flat
You may be able to install a satellite
dish provided that it is no more than
30cm in diameter.
You must follow the guidelines
below.
• The dish must be put up and
maintained by a competent
contractor or appropriately skilled
person. We will not accept any
responsibility for accidents,
damage or injuries caused
by the dish.
• You are responsible for making
sure the structure of your home
can take the weight of the dish
and withstand any wind pressure
on the dish.
• When the dish has been put up,
you must contact your Tenancy
Services Officer. A surveyor will
carry out an inspection. You will
have to pay a fee (currently £15)
for this inspection.
• You must allow us to carry out any
work to an area the satellite dish or
cable is fixed on, at no cost to us. If you want to install a satellite
dish which is more than 30cm in
diameter, you will need planning
permission, liability insurance and
permission from your Tenancy
Services Officer.
If you live in a block of flats,
you are not allowed to install
a satellite dish.
Shared satellite dishes
or TV aerials
On some estates there are shared
satellite dishes and TV aerials for
television users.
If you live on an estate which has a
shared satellite dish or TV aerial,
you will be charged a fee. This will
be shown on your rent statement.
If you do not have a proper aerial
socket in your home, or you do not
use a TV and would prefer either
an FM or DAB digital radio socket,
please contact us.
You should report any faults with the
shared satellite dish or TV aerial to
the Repairs Call Centre by phoning
020 8592 7388.
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Looking after your home Section 3
Alterations and improvements
Improvements we do
The Government has set a standard,
the Decent Homes Standard, which
our properties must reach by 2010.
Our Decent Homes division
is responsible for our major
refurbishment projects in the
borough.
Examples of projects that are
co-ordinated by them include:
• refurbishing rooms inside
properties (for example, refitting
kitchens and rewiring);
• installing and upgrading central
heating;
• renewing lifts;
• improvements to tower blocks;
• re-roofing; and
• installing cavity-wall insulation.
Improvements you do yourself
You can make improvements to your
home, but you must get permission
from us before you start any work.
To get our permission, contact your
Tenancy Services Officer.
If we give you permission, we may
set certain conditions that you must
meet. These conditions may include
getting planning permission and
building-regulations approval.
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You may carry out standard
decoration (such as painting
and wallpapering) without our
permission.
If you want to install a gas fire
or other gas appliance, or make
any other alterations involving
the existing gas supply, the work
must be carried out by a Gas Safe
registered contractor.
If you want to make any electrical
alterations, such as adding plug
sockets or changing light switches,
this work must be carried out by a
person registered with NICEIC, ECA
or NAPIT.
If we give you written permission
to carry out work in your property,
you must make sure that the work
is carried out by a competent and
suitably experienced person. We
have the right to inspect any work
you do. If we find that the work has
been carried out in a way that has,
or could, damage the property or
put anyone in danger, we will insist
that you have the problem fixed. If
the problem is not fixed, we may
correct it ourselves and charge you
a reasonable cost for doing so.
Section 3
Looking after your home
In some cases, when you end your
tenancy you will need to put the
property back to the condition it
was in at the start of your tenancy.
This might include removing any
amendments you have made to the
property. If you do not do this, we
may carry out the work and charge
you for it.
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Looking after your home Section 3
Adaptations
If you have a disability or a long-term
medical condition and are finding
it difficult to carry out everyday
activities in your home, like going up
and down the stairs or having a bath,
you can have your needs assessed
by an occupational therapist or
occupational therapy assistant.
toilet, living room or bedroom. We
would provide the equipment in
line with the Fair Access to Care
Services criteria. More details are
given on the website at
www.barking-dagenham.gov.uk/6social-services/fair-access-to-care/
ss-fair-access-main.html
Our aim is to help people of all ages
(from children to adults) to be as
independent as possible in their
everyday lives.
Advice on rehousing
Depending on the type and level
of help you need we can provide a
range of services. These include the
following.
Advice
We can give you information and
advice on how to carry out everyday
tasks in a way which reduces your
difficulties and makes you more
independent. We can also tell you
about the range of equipment you
can buy and give you details of local
suppliers.
Equipment
We may be able to lend you
equipment to help you overcome
difficulties in the kitchen, bathroom,
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We can provide support for disabled
people who want to move to a more
suitable property.
Adaptations
We could arrange for alterations such
as fitting grab-rails, installing level
access to a shower, installing a stair lift
or building a ramp to your home. You
will need to meet certain conditions
before we can provide this help.
How do I contact the service?
Contact the Adult Intake and Access
Team (phone 020 8227 2915) if the
help is needed for an adult, or the
Children and Families Assessment
Team (phone 020 8227 3852) if the
help is needed for a child.
Section 3
Looking after your home
Health and safety
Gas
Help us to keep you safe.
By law we must inspect all
appliances that we own. Once we
have carried out a check we will give
you a gas safety certificate which
you must keep in a safe place.
If you do not let us into your home to
inspect an appliance, we may take
legal action against you.
Do not use an appliance if you
think that it is not working properly.
Look out for any danger signs, like
a yellow or an orange flame (except
for fuel-effect fires, such as ‘living
gas’ fires, which have these colour
flames), soot or stains around the
appliance, and pilot lights that have
blown out.
What you should and shouldn’t
do if you smell gas
Do:
• Open all windows and doors.
• Put out cigarettes.
• Make sure that you have not
accidentally left the gas supply
to an appliance on, or that a pilot
light has not gone out.
• Turn the gas supply off at the
meter.
• Call National Grid on
0800 111 999.
Do not:
• Use matches or naked flames.
• Smoke.
• Turn any electrical switches on or
off – including light switches and
doorbells.
Keep your home well ventilated. You
should not cover or block any fixed
air vents, air bricks or outside flues.
If you have installed your own gas
appliance (with permission from us),
you are responsible for maintaining
it and you must have it checked
every year by a Gas Safe contractor.
We can ask you to provide evidence
that you have had a check carried
out. If you cannot provide this
evidence, we may arrange for it to
be checked and charge you for this.
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Looking after your home Section 3
Fire
FIRE
KILLS
Fire safety and
fire escape plan
YOU CAN
PREVENT IT
for flats in Barking and Dagenham
2009 to 2010
The law:
The law has changed. From
1 October 2006, the Regulatory
Reform (Fire Safety) Order 2005
(RRO) has replaced all previous
regulations on fire safety. Landlords
now have a new responsibility to
manage fire safety in properties.
After the new law was introduced,
we reviewed all fire risk assessments
of the shared areas in flats.
Aims of the fire plan:
To reduce the risk of fire and make
sure that you and anyone who
visits your home is safe we have
developed the following ‘Eight steps
to safety’ fire plan and information
on preventing fires.
Please make sure that you read
this fire plan and the advice on
preventing fires. Also, please make
sure that you and your family know
what to do if there is a fire.
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All flats are built in a way that will
prevent a fire from spreading. Walls,
floors and fire doors will hold back
flames and smoke. If there is a fire
somewhere else in the building
you are usually safer staying in your
flat, unless the heat and smoke is
affecting you.
Please make sure that you don’t
leave any rubbish, furniture, bikes
and so on, on the landings and
shared stairs, as this could block
your escape route and put your life
and your family’s life at risk.
How you can help us prevent fires:
The following table lists the most
common causes of fire and how
you can help us to prevent a fire in
your block.
Section 3
Looking after your home
Eight easy steps to safety
STEP Please make sure that you are familiar with this fire escape plan and that you
know all of the escape routes. Also, make sure your family are familiar with
the plan and know what to do in a fire. Keep all corridors leading to your front
door clear at all times.
The best escape route is down the shared stairs and out of the back and front
entrance doors. You must never use the lifts to escape a fire.
1
STEP Find a room in your property that you and your family can go to if there is a
fire. The room most suitable is the one furthest from your front door, that is
near a window and that has a phone (if possible). Here you will be able to
keep you and your family safe if there is a fire in any shared areas and you
will be able to phone for help.
2
STEP Always keep your property address near your house phone, this will help
your children and relatives call for help and give the fire brigade accurate
information if you are not able to do so.
3
STEP Always keep a good-quality battery torch in your home, and in a place you
can get to it. Make sure that your family know where it is.
(This will help you and your family to leave the building safely during the night
if the electricity has been cut off or the emergency lighting fails.)
4
STEP If you or a member of your family has a sight or hearing problem or has
trouble moving around, make sure that you keep all helping aids (such as
walking sticks and wheelchairs) in a place where they can easily get them.
When you call the fire brigade, please let them know if you or a member of
your family has a sight or hearing problem or has trouble moving around.
5
STEP If the fire is in your flat and you can’t control it:
• make sure that you and your family leave the flat immediately and close all
the inside and outside doors;
• warn all your neighbours on your floor and phone the fire brigade;
• leave the building using the escape routes; and don’t leave the site. Wait
for the fire brigade to arrive and tell them what caused the fire and where
it is. This will save valuable time, save lives and limit the damage to your
and our property.
6
STEP If the fire is in the flat above or below, you and your family will be safe. Stay
in your property. Keep your front door closed and phone the fire brigade on
999. When the fire brigade arrive, they will tell you what to do.
7
STEP If the fire is in a shared area on your floor:
• stay in your flat;
• take everyone to the safest room in your home;
• close all outside and inside doors and windows;
• block the bottom of the doors with wet clothing to stop smoke getting in the
safe room, and if there is a lot of smoke, crawl along the floor where the air
will be cleaner.
Phone 999. When the fire brigade arrive, they will tell you what to do.
8
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Looking after your home 22
Section 3
The most common
causes of fires
What you can do to remove the risk
Overloaded electrical
sockets
Don’t overload sockets. Try to only have one plug in
each socket.
Misused candles
Make sure that candles are in a proper fireproof holder
and keep them away from curtains, fabrics, pets and
children.
Cigarettes
Stub out cigarettes properly and throw them away
carefully. ‘Put them out! Right out!’
Fire in the kitchen
Avoid leaving children in the kitchen alone when they
are cooking.
Keep matches away from children and, when cooking,
make sure saucepan handles face inwards so children
cannot reach them.
Take care when cooking with hot oil.
Litter, bulky furniture,
cardboard boxes and
rubbish left on the
landing
Put all rubbish in the appropriate bins provided.
Make sure that the bin-chute lid and fire doors are
closed at all times.
Make sure that you take any bulky furniture or rubbish
to the bin area on the ground floor.
Electric appliances
that are not working
properly
Check all your appliances (televisions, toasters and so
on) are turned off before you go to bed.
Fires started
deliberately
If the block has a security door, make sure that you
close it behind you at all times.
Don’t open the door to anyone you haven’t invited.
Report any antisocial behaviour in your block to
the police.
Fire alarms
Make sure that you test your fire alarm regularly and tell
us about any problems.
Gas appliances
Make sure that we have access to your property to carry
out the yearly gas checks on your heating appliances.
Section 3
Carbon monoxide
You can’t see it. You can’t taste it.
You can’t even smell it. But carbon
monoxide can kill.
Each year, about 30 people die as a
result of carbon-monoxide poisoning
caused by gas appliances and
flues not being properly installed or
maintained.
You are at a higher risk of poisoning
when you are asleep because you
may not be able to make out the
early symptoms of carbon-monoxide
poisoning. Those symptoms include:
• tiredness;
• drowsiness;
• headache;
• nausea; and
• pains in the chest and stomach.
These symptoms are also common
with other illnesses such as flu. If
you are having these symptoms and
think that they may be caused by
carbon-monoxide poisoning, get
urgent medical advice.
You are at risk from
carbon-monoxide poisoning if:
• your appliance was not installed
properly or by a suitable person;
• your appliance is not working
properly;
Looking after your home
• your appliance has not been
inspected or maintained regularly;
• there is not enough fresh air in the
room; or
• your chimney or flue is blocked.
You must not carry out any work on
or fit a gas appliance unless you are
Gas Safe registered.
If you would like more information,
details are given in the Health and
Safety Executive’s booklet called
‘Gas Appliances’.
Our responsibilities
We carry out a yearly safety check
of all our properties to make sure
that the gas system or appliances
that we own are safe. We have to
carry out the safety check by law,
so you must let us into your home.
If you don’t, you will have broken the
tenancy conditions and we may take
legal action to evict you.
Electricity
Make sure that you know how to
turn the electricity supply off at the
mains in case of an emergency. The
main switch will be on the consumer
unit (fuse box) which is normally
under the stairs or in the hallway.
When this is switched off, all the
electricity supply to your home will
be cut off.
23
Looking after your home Some safety tips
• Regularly check the condition of
all plugs and cables.
• Do not use electrical equipment
near water.
• Never touch electrical equipment
with wet hands.
• Switch off any equipment that is
not being used.
• Do not plug too many appliances
into a socket. Remember, one
plug per socket.
• If you need to use an electrical
appliance outside (for example, a
lawnmower), make sure you use
a ‘residual current device’ (RCD).
This disconnects the electricity
supply if the electric current is not
balanced.
• A lot of appliances have moulded
plugs which cannot be replaced.
If you do have to replace a plug,
make sure you use a good-quality
plug and that it is correctly wired.
Live
New
colours
Old
colours
brown
red
Neutral blue
Earth
24
yellow and
green
black
green
Section 3
As a tenant, you are responsible for
changing light bulbs or a blown fuse
in a plug, but you must not carry out
any other electrical repairs or work
to your property. All electrical work
carried out in your home should be
carried out by an NICEIC-registered
contractor.
Circuit breakers
Your home may have a circuit
breaker, instead of fuses, as a safety
cut-off for the electricity. A circuit
breaker is a switch that automatically
turns off the electricity if there is a
fault. You should carry out the same
safety checks as if a fuse has blown
before resetting the circuit breaker.
If the circuit breaker keeps switching
itself off, phone Enterprise on
020 8592 7388 in case there is
a fault that needs repairing.
Please note, if you have a fuse
board that uses fuse wire, and it
needs repairing, you should contact
Enterprise.
How to change a blown fuse
• Switch off the supply at the mains
switch.
• Unplug the appliance you think
has caused the fuse to blow.
• Check the fuse in the plug on the
appliance (if it is not a moulded
plug) to see if it needs replacing.
Section 3
• If the fuse is burnt out, replace
it with a new one of the correct
rating (in amps).
• Switch on the electricity supply at
the mains switch.
• If the fuse continues to blow, phone
Enterprise on 020 8592 7388 as
there may be a more serious fault
that needs to be repaired.
What fuse should I use in a plug?
Appliances that use up to 700 watts
need a 3-amp fuse. Examples of
such appliances include TVs, table
lamps, radios, videos, DVD players
and electric clocks.
Appliances that use 700 to
1000 watts need a 5-amp fuse.
Examples of such appliances
include vacuum cleaners, small
electrical tools, blenders and food
processors.
Appliances that use more than
1000 watts need a 13-amp fuse.
Examples of such appliances
include kettles, computers, irons,
fridges, toasters, washing machines
and hairdryers.
Cables
Never use tape to mend or join
cables. This is very dangerous.
Replace any damaged cable and
throw away the old one.
Looking after your home
Never run cables under mats or
carpets – you may not notice any
wear and tear.
Making changes to your home
You need permission to fit your own
light fittings, move sockets or install
fixed appliances.
All work must be done by a
qualified electrician and a certified
NICEIC contractor, especially in
bathrooms and kitchens where
new regulations apply.
Security
Be careful and on your guard when
opening your door to strangers.
Bogus callers, who claim to be
people that you would respect or
trust (such as police officers, local
government officers, carers or
nurses), can be very convincing and
persuasive. They may claim to be
carrying out essential maintenance
or emergency work. They may ask
you for help (for example, providing
a drink of water or asking you to help
look for a lost pet in your garden).
They rely on your willingness to help
and your trusting nature to trick their
way into your home.
Here are a few simple steps that
you can take when you get an
unexpected caller.
25
Looking after your home • Remember, if a contractor does
not have an appointment, do not
let them into your home.
• Check to see if you recognise
the caller, by looking through a
window or using the door viewer.
You should do this even if you are
expecting someone.
• If you do not recognise the caller
you do not have to open the door.
• If you decide to open the door,
put your chain or door bar on
before you open the door. Do this
even if you know the caller.
• If you think that the caller may
be genuine but they have called
without making an appointment
(for example, a person from the
council or a company), do not
invite them in. You can say: ‘I’m
sorry, it is not convenient for
you to come in at the moment’.
Genuine callers will not be
offended.
• If the caller says that they need
to enter your home to carry out
emergency work (for example,
if they say they are from the
water board or gas and electric
companies), close the door and
phone 999. Tell the operator what
has happened and the police will
come and help you.
26
Section 3
• Do not let anyone into your home
unless you are certain that they
are who they say they are.
• Council workers or people
from the gas, electric and water
companies will be happy to show
you their ID and wait while you
check with the company. You can
phone the company using the
number in the phone book. Never
use the number that the person
gives you. You can also ask us to
give our contractor a password
that they must tell you before you
let them into your home.
• Never keep large amounts of
money at home. Make sure that
all handbags, purses and keys are
away from the door.
• If you have outside lighting, make
sure that it is working, especially
in the winter months.
• Beware of people calling at your
home who may try to distract you
so they can steal from you without
you noticing.
• If you have a back door to your
home, close that door before you
answer the front door. This is so
that no-one can sneak in through
the back door while you are at the
front door.
Section 3
Reduce the risk of your home
being burgled
If you go out or go on holiday
remember the following.
• Burglars like open windows and
doors. Make sure that you lock all
doors and windows.
• Do not leave keys near the
entrance to your home.
• Cancel all milk and newspaper
deliveries.
• Install light timers which will make
it look like someone is in.
• Ask a friend or neighbour to pop
over to make sure you have no
post hanging out of the letterbox.
• Do not leave notes on your door
for callers or friends.
Marking your property
There are three ways that you can
mark your possessions – engraving,
UV marking and punching. This can
help deter burglars and help you
get your belongings back if they are
stolen and recovered.
You should shred all personal
information before you throw it away.
If you have access to the internet
you can register belongings such as
mobile phones, furniture, bicycles,
computers and laptops for free on
www.immobilise.com.
Looking after your home
Make your garden and shed safe
and secure
Try to make your garden and shed as
safe as possible to reduce the risk of
your home being burgled. You can
do this in a number of ways.
• Use natural protection by planting
prickly shrubs and bushes.
• Install outside lighting (with the
permission of your local housing
office).
• Put any tools or ladders away in
a shed or garage as they may be
used to get into your house.
• Lock any garage or shed securely.
Alarms
We do not provide alarms but we will
give you permission to have an alarm
fitted. The alarm should meet British
Standard 4737 (for a wired system)
or BS 6799 (for a wireless system).
Beware of systems that claim to meet
British Standards but don’t specify
BS 4737 or BS 6799 as the claim
may be referring to the electrical
standard not the alarm standard.
Keep your keys out of sight
We do not keep a spare set of keys
for your home. You must look after
your keys. If you lose your keys, you
will have to replace them. If we have
to use force to get you into your
home, you will have to pay for any
repairs that are needed as a result.
27
Looking after your home Do not leave spare house or car
keys near your front door or where
someone could find them. You
could give them to someone that
you trust instead.
Lighting
Make sure that any outside lighting
is working properly. If you go out in
the evening, leave a light on so that
it looks like you are at home. If you
go on holiday for any length of time,
plug a lamp into a timer switch so it
goes on and off at times when the
lights would be used if you were
home. You can get timer switches
from DIY stores.
If you are interested in setting
up or joining a neighbourhood
watch scheme, phone our
Neighbourhood Watch Team
on 020 8227 5354.
Water
Find out where your stopcocks are in
your home in case you need to turn
the water off in an emergency. Every
property has a main stopcock that
you can turn off if you have a leak or
some other problem. The stopcock is
usually in the kitchen, under the sink.
If you are still not sure where to find
your stopcock you should contact
your housing office.
28
Section 3
You should try and turn your
stopcocks once or twice a year to
stop them becoming stuck.
What to do if you have a burst pipe
• Turn off the water supply using
the main stopcock.
• Turn on all the cold-water taps to
help to drain the system. Do not
turn on any hot-water taps.
• If water is coming through the
ceiling, collect it in buckets. If the
ceiling starts to bulge, leave the
room and do not return until you
have been told it is safe to do so.
• If you think that water has been
dripping through anything
electrical, do not turn it on and
try to turn the electricity off at
the mains switch. Do not turn
the power on unless a qualified
electrician has said that it is safe
to do so.
• Try and put a cloth tightly around
the leak.
• Phone Enterprise
on 020 8592 7388.
Overflows
Overflows are needed on all toilet
and water tanks to stop them
flooding your home if they become
full. If your toilet is overflowing you
will get a constant flow of water from
an outside pipe or water running
Section 3
back into your toilet pan. You can try
to solve this problem yourself by:
• flushing the toilet; or
• pressing the ball valve in the tank
gently below the surface of the
water and allowing it to rise slowly.
If this does not work,
contact Enterprise by
phoning 020 8592 7388.
Condensation
Condensation is caused when
warm, moist air meets cold air
or a surface which has a lower
temperature.
The most common causes
of condensation are cooking,
unvented tumble dryers (or drying
clothes indoors), bathing and even
breathing! Condensation can be
reduced by opening a window
or ventilators. This will allow the
moist air to escape. When you are
cooking or using the bathroom, try
to keep the doors closed to reduce
condensation in the rest of your
home, especially the bedrooms.
If you find patches of mould on
your walls and your walls are damp,
condensation could be the problem.
If you follow this advice to reduce
condensation in your home but
you still have a problem, phone
Enterprise on 020 8592 7388.
Looking after your home
Save water
Save water and money by using
water more carefully.
• Collect rainwater in a water butt
and use it to water your garden.
Make sure the water butt has a lid
that children cannot open.
• Don’t leave the tap running while
you brush your teeth.
• Leave your grass longer than
normal in hot weather. Long grass
can survive longer in dry weather
and will recover quickly.
Saving energy
Saving energy saves you money,
and helps to combat climate
change.
Barking and Dagenham energy
group advice helpline
We want to help you to save money
on your fuel bills. Our energy advice
helpline can give you free advice on
how to reduce your fuel bills. Call
the helpline on 020 8227 3637.
We are committed to reducing the
amount of energy used in all the
homes in the borough. We run a
programme which aims to provide
loft insulation and cavity-wall
insulation to homes that are in need
of it. To see if your home qualifies for
this work, or for general advice on
29
Looking after your home how to save energy, phone
the energy advice line on
020 8227 3637.
You can get more information by
visiting our website at
www.barking-dagenham.gov.uk
and searching for ‘energy efficiency’.
Thirteen energy-saving tips
1. Control the temperature of your
rooms to avoid overheating.
Reducing the temperature
of a room by just 1°C will cut
your heating bill by 10%, but
you should not go below 21°C
for living rooms or 18°C for
bedrooms. Lower temperatures
can damage the health of the
young and elderly.
2. When cooking, only use enough
water to cover the food you are
cooking and always put a lid on
the pan.
3. Always wash a full load of
clothes and use the lowest
temperature setting you need.
4. Don’t use a tumble dryer if you
can dry your clothes on a
washing line.
5. Don’t leave fridge and freezer
doors open.
6. Defrost your freezer regularly.
7. Your freezer works more
efficiently when it is full.
30
Section 3
8. C
ompact fluorescent lamps
are five times more efficient
and can last
9. times longer than an ordinary
bulb. Turn lights off when you do
not need them, but make sure
stairs and hallways are suitably lit.
10.Don’t cover your radiators with
curtains. Tuck curtains behind
the radiator.
11. A shower uses much less water
and energy than a bath.
12.If you are going on holiday,
remember to switch your water
heating off.
13. Don’t leave TVs and videos on
standby.
Health and safety tips
Legionnaires’ disease
Legionnaires’ disease is caused
by legionella, a bacteria common
in rivers, lakes and artificial water
systems, like hot-water and
cold-water systems. The bacteria
thrive in temperatures between
20°C and 45°C. It presents the
most risk when water droplets
are in the air, such as from a shower
or spray of water.
You can reduce the risk of
contracting legionnaire’s disease
by running your hot and cold taps
Section 3
Looking after your home
for a few minutes before using the
water if you have been away from
home for a while, for example, after
a holiday or hospital stay. Avoid
spraying water by using a hose or a
bucket placed as close as possible
to the tap. There is more information
on the Health and Safety Executive
website at www.hse.gov.uk.
Asbestos is at its most dangerous
when it is fibres in the air which can
be breathed in. People most at risk
are those who spent a large amount of
time working with products containing
asbestos. Asbestos was commonly
used in construction materials up to
1990 and any home built before then
may contain asbestos.
Lead
Having too much lead in our bodies
is not healthy. A lot of work has
been done to get rid of lead in this
country, but you may still find it in
old paint.
As long as the asbestos is not
disturbed it usually poses few
problems. You should take special
care when carrying out DIY,
especially when sanding down.
Make sure that any asbestos is not
damaged. If you think that you have
damaged asbestos in your home,
phone Enterprise on 020 8592 7388
to arrange an inspection.
If your property was built before the
1960s, there could still be lead in old
coats of paint. You should take care
when decorating, especially when
rubbing down paintwork. For more
advice, phone the Defra helpline on
08459 33 55 77 or visit their website
at www.defra.gov.uk.
Asbestos
Asbestos can be found in areas of
your home including:
• garages;
• shed roofs;
• wall linings;
• ceilings and doors;
• bath panels; and
• textured coatings such as Artex.
Slips, trips and falls
Many accidents that happen in
the home are caused by slips,
trips and falls.
Some accidents could be avoided
altogether, and for others the
injuries could be less severe. Keep
your halls or corridors free from
obstructions, especially when
carrying out home improvements
or if you have visitors in your home.
31
Looking after your home Section 3
Insurance
We strongly advise all our tenants to
have their own contents insurance to
cover their belongings.
As a general rule, we are not
responsible for your insurance
claims. For example, if your
furniture, personal belongings and
decorations are damaged as a result
of flood, or are damaged by another
resident, we will not be responsible
for this. Our building insurance only
covers certain incidents.
If you suffer loss or damage to your
home, you can ask your Tenancy
Services Officer if this is covered by
our insurance. If it is, your Tenancy
Services Officer will help you to fill
in a claim form and will also tell you
what you can do about your rent
and repairs to your home.
Please do not throw away any
damaged items, unless your insurers
(or us if we are processing your
claim form) have told you to.
Ask for a quote from a few
companies before deciding which is
the best one for your needs. Find out
if your policy includes ‘liability cover’.
Many home contents insurance
policies include liability cover which
will insure you against any claims that
are made against you.
32
We have arranged an affordable
contents insurance scheme with a
specialist provider, Jardine Lloyd
Thompson. This insurance offers
flexible payment options, low sums
insured and no policy excess (that
is, you will not need to pay anything
towards a claim). You can get
more information on the scheme
by phoning 0845 601 7007 or by
picking up a Pay As You Go,
Home Contents Insurance booklet
from your local one-stop shop.
If anything is stolen from your home
you must report it to the police
before making an insurance claim
as your insurance company will
want a crime reference number.