Repairs Handbook - Nottingham City Homes

Repairs 

Handbook 

NCHBRO5 

Repairs Handbook

Page 1 

Contents » 

Reporting your 

repair 

3-4 

Response 

times 

5-6 

Safety 

information 

7-10 

Our 

responsibilities 

11-14 

Your 

responsibilities 

15-16 

Basins and 

sinks 

17-20 

Baths and 

showers 

21-24 

Communal 

Doors 

Drainage 

Electrics 

25-30 

31-34 

35-36 

37-44 

Floors walls 

and ceilings 

45-48 

Garages 

49-50 

Gutters and 

downpipes 

51-52

Heating and 

hot water 

53-56 

Kitchen units 

57-58 

Locks and 

fittings 

59-62 

Meter 

cupboards 

63-64 

Outside your 

home 

65-70 

Roof and 

chimneys 

71-72 

Stairs 

73-74 

Toilets 

75-76 

Water services 

77-78 

Windows and 

glazing 

79-86 

Technical tips 

Useful contacts 

Notes 

87-92 

93-94 

95-97 

Contents 

Page 2 

Repairs Call Centre 0115 915 2222 

www.nottinghamcityhomes.org.uk

Page 3 

Reporting your repair » 

Our Repairs Contact Centre is open 

24 hours a day, seven days a week. 

You can call us on 0115 915 2222 

(Minicom 0115 915 1826). 

Use our online repairs reporting 

system, via our website: 

www.nottinghamcityhomes.org.uk/your_repairs 

You can also report routine repairs by e-mailing: 

repairs@nottinghamcityhomes.org.uk 

You can write to us at: 

Repairs Contact Centre 

PO Box 7200 

Nottingham, NG7 3WD 

When you contact us we will need to know: 

• Your name 

• Your address 

• Details of the repair 

• Times that are convenient for us to visit 

• Whether you are hard of hearing or have 

difficulties getting to the door when 

someone calls. 

We will tell you: 

• If the repair is our responsibility or yours 

• A repair order or inspection number 

• An appointment, target date or date for the 

schedule of work for your area.

Right to Repair – our commitment to you 

As part of the Citizen’s Charter scheme, a ‘Right to Repair’ 

scheme was introduced for council tenants from 1 April 1994. 

The Right to Repair is a scheme for council tenants. 

It will make sure that certain small urgent repairs, 

which might affect your health, safety or security, 

are done quickly and easily. 

Councils are required by law to carry out these 

repairs within a certain time. Nottingham City Homes 

is wholly owned by Nottingham City Council, so this 

law applies to us. If your repair is not done in time, 

you can tell us to get another contractor instead. If 

the second contractor doesn’t do the repair in time, 

the council will pay you compensation. The council 

will tell you what repairs come under the new 

scheme and how long it has to carry them out. 

Repair times vary depending on the type of repair. 

For example, if your toilet isn’t flushing, the council 

usually has one working day to come and repair it. It 

has three working days to mend a loose banister rail 

and seven working days to mend a broken extractor 

fan in your bathroom or kitchen. 

Reporting your repair 

Page 4 



Page 5 

Response times » 

Emergency repairs 

We aim to attend all emergency repairs within four hours 

of you reporting them, and complete the work within three 

working days. If the job requires new parts or any further 

works we will give you an appointment date to carry out 

these repairs. 

The service will make safe or contain any emergency 

problems. If we are able to complete the emergency 

repair we will do. But if the job requires new parts or any 

further works we will give you an appointment date to 

carry out these repairs. 

See page six for a list of repairs we will do in an 

emergency. 

Out of hours repairs 

Our out of hours repairs service is available between 

6pm and 8am Monday to Friday, all day Saturday and 

Sunday, and on public holidays. The service will make 

safe or contain any emergency problems. If we are able 

to complete the emergency we will do. However, if the job 

requires new parts or any further works we will give you 

an appointment date to carry out these repairs. 

Routine repairs 

We aim to complete all non-urgent repairs within 15 working 

days of you reporting them to us. Our routine repairs service 

operates between 8am and 6pm, Monday to Friday. 

Outside of these hours – 6pm and 8am, Monday to 

Friday, all day Saturday and Sunday, and on public 

holidays – we operate an emergency repairs system only. 

Find out more about appointment times on page 13. 

Planned maintenance 

When something goes wrong in your home our repairs 

service is on hand to put it right. But it makes sense to 

maintain things to stop them breaking – so we have a 

planned maintenance programme to make sure your 

home and community is well looked after in the long-term. 

We aim to repair and paint the outside of your home 

and any shared areas every seven years. We’ll also 

inspect fencing and guttering, and then schedule any 

improvements. The programme also includes things like 

servicing your gas boiler once a year. 

When you report a repair to us, you may be told that the 

work forms part of the planned maintenance programme. 

If this is the case we will tell you when you can expect the 

work to happen.

Emergency priorities 

We will respond within four hours of you 

reporting any of these: 

• Total loss of electric power or partial loss 

where serious inconvenience is caused 

• Unsafe electrics 

• Total loss of water supply 

• Total or partial loss of gas supply 

• Blocked flue to open fire or boiler 

• Total loss of water/heating 

• Partial loss of water/heating 

(November to March only) 

• Block or leaking foul drain, soil stack or toilet 

ball valve/overflow* 

• Toilet not flushing 

• Leak from water or heating pipe, tank or cistern** 

• Leaking roof 

• Insecure external doors or windows 

• Blocked toilet 

• Unsafe floorboards, stair tread, banister or 

handrail*** 

• Exposed survey chamber. 

* Where there are two toilets it would be a routine order unless waste 

was being discharged. 

** The leak should be more than a drip which can easily be contained. 

*** There must be a genuine cause for concern, young children, elderly 

or disabled occupants. 

Response times 

Page 6 



Page 7 

Safety information » 

Fire safety – take precautions 

• Never leave cigarettes burning 

• Never smoke in bed 

• Keep matches away from children 

• Never leave the room when the hob or grill is on 

• Regularly check electrical appliances and 

their leads 

• Practise how you and your family would get 

out of your home if there were a fire 

• Make sure your door and window keys are 

close by 

• Close all inside doors at night when you go 

to bed. 

If a fire breaks out 

• Close the door of the room where the fire has 

started and close all other doors behind you, 

if it is safe for you to do so 

• Never enter a room if you think there is a fire 

inside 

• Use the escape route that you have 

practised 

• Alert everyone and get them out as quickly 

as possible 

• Phone 999 and ask for the fire brigade.

If your escape is blocked by fire 

• Try to stay calm 

• Gather everyone into one room (if possible, 

a room with a window and a phone or 

mobile phone) 

• Phone 999 and ask for the fire brigade 

• Do not open any door if it feels warm when 

touched with the back of your hand. The fire 

will be behind that door 

• Use towels, pillows, cushions, or clothing to 

block any gaps in the door. This will prevent 

smoke from entering the room 

• Go to the window or stay as close to the 

ground as possible if the room is filling 

with smoke 

• Open the window and wait for the fire brigade 

to arrive. 

Safety information 

Page 8 



Page 9 

Safety information » 

Can you smell gas 

Don’t turn switches on or off or operate 

anything electrical 

Don’t smoke or strike matches 

Don’t use naked flames 

If your home has an intercom system do not 

use it. Please open the door manually. 

Make sure all gas appliances are turned off and 

do not use them until checked by an engineer 

Do turn off the gas supply at the meter 

(unless the smell of gas is in the cellar. 

Do not enter – we recommend you leave 

your home) 

Do open doors and windows to ventilate 

your home 

Do call National Grid immediately 

– see number below 

If you are reporting fumes, read our advice about 

carbon monoxide below. If in doubt seek medical 

advice from hospital or A&E after the engineer 

has called. 

Call National Grid on the National Gas 

Emergency Freephone Service on 0800 111 999. 

If you are deaf or hard of hearing, use the 

textphone on 0800 37 17 87.

Carbon monoxide 

Carbon monoxide can kill. 

You cannot see or smell it, but if you breathe it in 

you will quickly become tired and dizzy, possibly 

with a headache and chest pain. 

If you have a carbon monoxide alarm, test it 

regularly. Do not paint it or cover it up. 

If the alarm sounds or you have any 

worry about carbon monoxide escaping, 

immediately call the National Gas Emergency 

Freephone Service on 0800 111 999. 

Switch off all your gas appliances and open all 

doors and windows. 

Safety information 

Page 10 



Page 11 

Our responsibilities » 

We are responsible for: 

• The structure, services and fittings in 

your home 

• Door lock – if the mechanism fails we will 

replace it. If you lose your keys or damage 

the lock it is your responsibility to replace it 

• Paths that lead to your front and back door 

• Fencing and gates that we have supplied 

• Communal areas and facilities 

• Blockages to waste pipes and U-bends to sinks, 

wash hand basins, baths and toilets, hat and coat 

rails and hooks 

• Replacing or repairing latches on any internal 

doors or cupboards 

• Replacing or repairing latches to gates. 

We will either carry out the work ourselves, or employ 

a company to work on our behalf. The companies 

that work for us will have our logo on their vans and 

their staff will carry an identification card. 

For your own safety 

Always ask one of our staff to show their 

identification before you let them into your home. 

If you are not sure whether a person is genuine, do 

not let them into your home. Phone us immediately 

on 0115 915 2222 to report this.

Important information 

We will carry out an annual service to heating 

appliances in your home. We will make an 

appointment with you to carry out this work. 

If you do not let us in to do this work you are 

putting your family’s life at risk and breaching 

your tenancy agreement. 

If you do not let us in to your home, we may have 

to get access ourselves to carry out this vital 

maintenance. You can be charged the costs we 

incur when we have to do this, which can total 

£1,000. 

Alterations to your home 

If you paid for alterations to your home or added 

any fitments or fittings, we will not maintain or 

repair these items. You are responsible for their 

maintenance. 

If you are thinking of making an alteration to your 

home, you must get permission from your area 

housing office and make sure the work is carried out 

professionally. 

Our responsibilities 

Page 12 



Page 13 

Our responsibilities » 

Work we will and won’t do 

We will always repair a fault or damage that puts 

your health and safety at risk. 

But there are times when we refuse to carry out 

repairs. This may be: 

• If you have applied to buy your home 

(we will only carry out emergency work in 

this case) 

• If it is not our policy to do a certain type 

of repair. 

When we visit you, we will: 

• Always try to keep our appointments 

and arrive on time. If we can’t keep our 

appointments we will let you know 

• Introduce ourselves and show our 

identification card 

• Be polite and respect you and your home 

• Leave your home clean and tidy when we 

have finished 

• Leave a calling card if you are not in 

• Offer you an appointment for all internal repairs. 

Our appointment slots are: 

All day: 8am to 4.30pm 

Afternoons: 12.30pm to 4.30pm 

School run: 9.30am to 2.30pm 

Evenings: 4.30pm to 5.45pm 

Mornings: 8am to 12 noon 

Saturdays: 8am to 1pm 

• If further renewal works or parts are required we 

will give you an appointment date to carry out 

these repairs. The appointment slots are, 

mornings 8am to 12 noon, afternoons 

12.30pm to 4.30pm 

• We will aim to make and keep appointments for 

all responsive repairs. If we cannot do this we will 

contact you to re-arrange 

• Send you a receipt for all repairs reported, 

except those that are an emergency.

Quality checks 

We carry out regular quality checks to make sure we 

are providing a good standard of service. 

We randomly select a number of completed repairs 

and visit those properties to check the quality of the 

work. We also carry out telephone surveys to check 

customer satisfaction with the repairs service. 

If we call you to find out about the quality of our 

work, we would be very grateful for your help and 

feedback. 

Your behaviour 

We will treat you with respect. In return we expect 

you to do the same. We will not tolerate abusive 

behaviour, threats, violence, intimidation or 

discrimination against our employees, or anyone 

else working for us. 

If you behave in this way we will take action that 

may affect the conditions of your tenancy. 

Our responsibilities 

Page 14 



Page 15 

Your responsibilities » 

We do not repair all items in your home. You are 

responsible for the repair and maintenance of the 

following: 

• Letterboxes, flaps, door knockers and 

door bells 

• Door keys and locks – if you lose your keys 

you are responsible for replacing your lock 

and keys. We can do this for you and 

charge you if you want 

• Door handles to all doors, including kitchen 

cupboard door handles, kitchen drawer handles, 

catches and hinges 

• Plug and chains to sinks, wash hand basins 

and baths 

• Toilet seats and covers 

• Pull chain or cord to high-level cisterns 

• Tiles and splash back courses in bathrooms 

and kitchens 

• Window casement arms, catches and fasteners 

on wooden windows – but not in high rise 

and deck access flats 

• Tiles to fireplace surrounds 

• Minor plaster cracks caused by shrinkage 

and not structural movement 

• Unblocking of external gully grate tops, for 

example cleaning leaves and rubbish 

from grates.

If you are unable to carry these repairs out yourself 

we may do them for you, but you could be charged 

for this service. 

We do have a recharge policy which allows 

customers to pay us to carry out work for them. We 

can arrange a payment plan to help you pay for the 

work, but a deposit is usually required. 

What you must do: 

• Before we carry out the repair you must 

completely clear the room/area of all furniture 

and other items. If you cannot do this work, for 

example, if you are elderly or disabled, we 

will do it for you. Please let us know if you 

will need this extra help 

• Please make sure there is someone (aged 

18 or over) in your home while we carry out 

the repair 

• If there is a repair which is putting someone’s 

health and safety at risk, please let us know 

as soon as possible. 

Please contact your local housing office or the 

Housing Service Centre for further details – see 

page 93 for more. 

Your responsibilities 

Page 16 



Page 17 

Basins and sinks » 

Basins - What is the fault and its number

Sinks - What is the fault and its number 

Basins and sinks 

Page 18 



Page 19 

Basins and sinks » 


• Trying to unblock internal blocked waste pipes to 

sinks, basins, washing machines or dishwashers 

• Replacing plugs or chains 

• Repairs to splashback tiles around the bath, 

wash hand basin and kitchen sink* 

• Repairing damage caused by you, 

a member of your family or visitors to 

your home. 

Advice 

• A blocked waste is not an emergency. We expect 

you to try to clear blocked basins or sink waste 

before you call us 

• If you have caused the damage we expect 

you to get it repaired yourself 

• If you have installed your own fittings or 

made alterations we will not maintain or repair 

these items 

• Do not use the sink or basins if the waste pipe 

is blocked – wait until it has been cleared 

• If we have to replace bathroom sink units we 

will try to colour match with the bathroom suite. 

But if we cannot find a match we will replace 

the unit in white. 

* We will repair splashback tiles as long as damage is due to wear and 

tear or as a result of Nottingham City Homes completing a repair.

We need to know 

• What is the problem For example loose or 

broken basin fittings, leaking pipes or broken 

or leaking tap 

• Where the problem is located For example 

under the basin or sink, leaking waste 

• Do you live in a high-rise block 

• Is the sink/basin made of plastic or metal 

• What kind of tap does it have 

Basins and sinks 

Page 20 



Page 21 

Baths and showers » 

What is the fault and its number

Please note: we do not fit showers, except in 

exceptional circumstances. If you fit your own shower, 

it is your responsibility for it to be repaired. 

Baths and showers 

Page 22 



Page 23 

Baths and showers » 


• Unblock internal blocked waste pipes to baths, 

showers or basins* 

• Replacing plugs or chains 

• Repairs to splashback tiles* 

• Repairing any damage caused by you, 


your home. 

Advice 

• A blocked waste is not an emergency. We 

expect you to try to clear any blocked baths, 

shower or basins before you call us 


you to get it repaired 

• If you have fitted your own suite, shower or 

made any alterations we will not maintain or 

repair these items 

• Do not use the bath, shower or basins if the 

waste pipe is blocked – wait until it has been 

cleared 

• If we have to replace bathroom fittings that 

are part of a suite, we will try to colour 

match. But if we cannot find a match we will 

replace the item in white. 

* We will unblock waste and we will repair splashback tiles as long as 

damage is due to wear and tear or as a result of Nottingham City 

Homes completing a repair.


• What is the problem For example, loose or 

broken bathroom fittings, leaking pipes or toilet 


under the bath, behind the toilet 

• Is the bath plastic or metal 

Baths and showers 

Page 24 



Page 25 

Communal » 

Communal door entry systems - What is the fault and its number

Electric fittings - What is the fault and its number 

Communal 

Page 26 



Page 27 

Communal » 

Paving - What is the fault and its number

Rubbish chutes - What is the fault and its number 

Communal 

Page 28 



Page 29 

Communal » 

Advice 

• Do not touch any bare electrical wire and never 

touch electric switches with wet hands. 


• What is the problem For example, the 

communal doors won’t shut, a paving slab is 

broken etc 


the floor number and the nearest property to the 

problem (for example Floor five, flat number 16) 

• What type of door is it For example, timber with 

glass or solid metal 

• How can we gain access For example, do we 

need a door entry ‘fob’ or do we need an entry 

code

An example of a communal door entry system 

Communal 

Page 30 



Page 31 

Doors » 

Access and boarding - What is the fault and its number

External doors - What is the fault and its number 

Doors 

Page 32 



Page 33 

Doors » 

Internal doors - What is the fault and its number


• Replacing or repairing handles, catches, locks 

on any internal doors or cupboards 

• Repairing or replacing door handles, 

letterplates and door bells to external doors 

• Adjusting doors when you have new 

carpets fitted 



your home. 

Advice 

• If you get locked out we can arrange to force 

entry into your home, but we will charge you. It 

may be cheaper to arrange this yourself. If 

you force entry into your home you will be 

charged for any damage you cause 

• We will only carry out emergency repairs to 

make your home safe and secure, 

for example if you cannot lock or secure an 

external door. We will then arrange to make 

the property safe for you 

• If you have caused the damage we expect you to 

get it repaired 

• If you have fitted your own door or made any 

alterations, it is your responsibility to repair 

these items 

• If a problem is caused by vandalism or a break 

in, you should report it to the police and get a 

crime number. 


• What is the problem 

For example, a sticking door, loose hinges etc 

• Where is the problem 

For example the kitchen door, rear external 

door, shed or outhouse door etc 

• Is your door made of wood or plastic 

Doors 

Page 34 



Page 35 

Drainage » 



• To unblock internal blocked waste pipes to baths, 

showers, sinks or basins (see technical tips), keeping 

gully grates free from leaves and rubbish* 

• Clearing blockages in washing machine and dishwasher 

waste pipes 


a member of your family or visitors to your home. 

Advice 

• A blocked waste is not an emergency. We expect you to 

try to clear blocked waste before you call us 

• We will inspect your home to check the condition of the 

guttering. If work is required, this will be carried out as 

part of a planned programme of works in your area. You 

will be advised when this will be carried out 

• We will make sure any guttering that is causing a 

health and safety problem is ended 

• If you caused the damage we expect you to get it 

repaired yourself 

• If you live in a high rise block of flats, we will 

clear drain blockages free of charge to make sure 

no damage is caused to homes beneath you 

• Do not use the bath, shower, toilet, sink or basin 

waste if it is blocked – wait until it has been cleared 

• If we find the blockage is caused by nappies, baby 

wipes, air or toilet fresheners or toilet rolls we will 

charge you for the cost of clearing it. 


• What is the problem For example, is the main drain 

overflowing, or do you have a blocked toilet 

• Where the problem is located At front, rear 

or side of property, upstairs toilet. Is it affecting 

neighbouring residents 

• Is the area easy to get to How do we gain access 

• If you have a blocked drain. 

Is any sewerage overflowing 

• Is the guttering made of plastic or metal 

• How many stories high is your building 

* We will clear these blockages although gully grates are still tenant’s 

responsibility. 

Drainage 

Page 36 



Page 37 

Electrics » 

Aerials, satellite dishes and TV outlets - What is the fault and its number

Alarms and detectors - What is the fault and its number 

Electrics 

Page 38 



Page 39 

Electrics » 

Domestic light fittings - What is the fault and its number

External light fittings - What is the fault and its number 

Electrics 

Page 40 



Page 41 

Electrics » 

Extractor fans - What is the fault and its number

Sockets and switches - What is the fault and its number 

Electrics 

Page 42 



Page 43 

Electrics » 


• To reset trip switches 

• Replace plugs on your own appliances 

• Replace light bulbs, fluorescent strip lights 

and starters 

• Repair any damage caused by you, 


your home 

• Test your smoke detector on a regular basis. 

Advice 

• Always switch off electricity at the 

consumer unit (mains) before touching any 

electrical fittings 

• Do not touch bare electrical wires and never 

touch sockets or switches with wet hands or if 

water is leaking near them 

• Make sure you know where the trip switches 

are in your home 



• If you have fitted your own electrical light fittings 

or made any alterations it is your responsibility to 

repair them 

• You should have a smoke detector in your home. 

If you do not have one, please contact us. For 

your family’s safety never remove a smoke alarm 

and regularly check the battery.


• What is the problem For example have you 

lost electrical power, faulty light switches or plug 

sockets Are any other properties affected 

• Where the problem is located For example in 

the kitchen, bathroom light fitting etc 

What type of fitting is it Double socket, 

pull cord switch. 

Electrics 

Page 44 



Page 45 

Floors walls and ceilings » 


What is the fault and its number 

Floors walls and ceilings 

Page 46 



Page 47 

Floors walls and ceilings » 



• Repair floor coverings, laminate flooring, vinyl 

tiles or sheeting that you have fitted 

• Removing flooring to allow us to carry out 

the repair 

• Minor cracks to plaster work and ceilings 

• Repair any damage caused by you, a member of 

your family or visitors to your home. 

Advice 

• We will not accept liability for damage to your 

carpets or other floor covering unless it was 

the fault of our craft workers while carrying out 

a repair 

• If we need you to remove any flooring or 

furniture, you must do this before the craft 

worker gets to your home. If you cannot do 

this yourself and need any help please contact us 

as soon as you have an appointment date 



• If you have fitted your own items or 

made any alterations these are your 

responsibilities to repair. 



broken floorboards, skirting board coming 

away from the wall, crumbling plasterwork 


landing, kitchen floor or stairway in 

communal area 

• What is it made of Wood, plywood, chipboard 

• What type of floor covering is it Quarry tiles, 

vinyl tiles, non-slip flooring, something else 

Floors walls and ceilings 

Page 48 



Page 49 

Garages » 



• Replacing garage door keys and locks if you 

lose them 

• Repairing any damage caused by you, a 

member of your family or a visitor. 

Advice 

• If a problem is caused by vandalism or 

break in you should report this to the police 

• If you cause the damage we will expect you to 

carry out the repair 

• If your garage is part of a communal block, 

please provide us with its location details, the 

keys and how to gain access if required. 


• What is the problem For example, garage 

door is stiff or hinges on the door are loose 

• Where is the garage located and how can 

we gain access 

• Your home address and contact details 

• Is the door wooden or metal 

• Is your car or vehicle stuck inside 

Garages 

Page 50 



Page 51 

Gutters and downpipes » 



• Unblocking of external gully grate tops, for 

example cleaning leaves and rubbish from grates 

• Repairing and damage caused by you, a member 

of your family or visitors to your home. 

Advice 


get it repaired 

• We will inspect your home to check the condition 

of the guttering. If work is required, this will be 

carried out as part of a planned programme of 

works in your area. You will be advised when this 

will be carried out 

• We will make sure any guttering that is causing 

a health and safety problem is completed as a 

responsive repair 

• We will make sure any guttering that is causing 

a health and safety problem is completed a 

responsive repair. 


• Where the problem is located. At the front, rear 

or side of the property Is it affecting 

neighbouring residents 

• Is the area easy to get to How do we gain 

access 

• Is the guttering made of plastic or metal 

• How many stories high is your building 

Gutters and downpipes 

Page 52 



Page 53 

Heating and hot water » 

Electric heating - What is the fault and its number

Gas heating - What is the fault and its number 

Heating and hot water 

Page 54 



Page 55 

Heating and hot water » 

Hot water - What is the fault and its number


• Contact National Grid on 0800 111 999 

immediately if you smell gas 

• Check that all the controls on your heating 

appliance are set correctly 

• Keep your home heated and ventilated to 

control condensation 

• Keep your home heated during cold 

weather to prevent burst pipes, especially if 

you are away from home for a while. 

Advice 

• Phone National Grid on 0800 111 999 if you 

can smell gas or think there is a gas leak, 

also if you are experiencing any symptoms 

of carbon monoxide fumes (as described on 

page nine and ten) 

• Turn off the gas at the meter and open doors 

and windows 

• Don’t operate anything electrical or turn switches 

on or off 

• Don’t smoke or strike matches 

• Let us know what is happening so one of our 

Corgi registered engineers can visit you. 


• What is the problem For example central 

heating not working, no hot water 

• What type of heating is it Gas, electric, solid 

fuel, enviro-energy 

• What type of system is it Back boiler, combi 

boiler, storage heaters 

• Have you any other source of heating or hot 

water in your home 

• Are the radiators completely cold or warm at 

the bottom 

• Are the flames on your gas fire yellow and 

orange If so please contact National Grid 

on 0800 111 999. 

Heating and hot water 

Page 56 



Page 57 

Kitchen units » 



• Catches and handles on kitchen 

cupboard doors 

• Repairing damage caused by you, your family or 

visitors to your home 

• Repairing items you fitted yourself. 

Advice 

• If you cause damage, we expect you to carry out 

the repair 

• If you have fitted your own units or made any 

alterations, it is your responsibility to repair 

these items 

• If we have to replace the units or worktop 

we will try to match the colour, but we can 

not always find a match. 


• What is the problem For example if the seal 

between the worktop and wall is broken or a 

cupboard door is split 

• Where the problem is located, for example 

base unit under sink, wall unit 

• Is there anything inside the cupboard 

For example a gas or electric meter 

Kitchen units 

Page 58 



Page 59 

Locks and fittings » 

Door closers - What is the fault and its number

Fittings - What is the fault and its number 

Locks and fittings 

Page 60 



Page 61 

Locks and fittings » 

Locks and latches - What is the fault and its number


• Replacing keys or locks when you lose your 

keys or get locked out 

• Fitting and repairing additional locks 

and latches 

• Repairing damage caused by you, a 

member of your family or a visitor to 

your home. 

Advice 

• If you get locked out we can force entry into your 

home but we will charge you. It may be cheaper 

to arrange this yourself. If you force entry you will 

be charged for any damage you cause 


make your home safe and secure, for example 

if you cannot lock or secure an external door 

• If the problem is caused by vandalism or a 

break in, please report this to the police. 


• What is the problem For example a stiff lock. Is 

the property secure 

• Where the problem is located For example, 

front, rear or side external door, shed or 

outhouse door 

• What type of lock is it Mortice lock, rim lock 

or a communal door closer. 

* Please note that many of the repairs in this section are the 

responsibility of the tenant. If you require this repair and want us to 

carry it out please contact your area housing office to arrange a 

re-charge. See page 15 for more information about your 

responsibilities. 

Locks and fittings 

Page 62 



Page 63 

Meter cupboards »


• Repairing any damage caused by you, a member 

of your family or visitors to your home. 

Advice 

• If you have caused the damage, we expect you to 

get it repaired yourself 

• If a problem has been caused by vandalism, you 

should report this to the Repairs Contact Centre 

at the earliest opportunity 

• Do not touch and bare electrical wires 

• Make sure you know where the meter cupboard 

keys are. 


• What is the problem For example, the cupboard 

won’t shut, the hinges are broken etc 

• Where the meter cupboard is located. For 

example, which room is it in if it’s located 

internally or which external wall – e.g. the rear of 

the property 

• Is the meter cupboard made of plastic, metal or 

wood 

Meter cupboards 

Page 64 



Page 65 

Outside your home » 

Fencing - What is the fault and its number

Gates - What is the fault and its number 

Outside your home 

Page 66 



Page 67 


Clothes driers - What is the fault and its number

Paving, steps and walls - What is the fault and its number 


Page 68 



Page 69 



• Maintaining your garden and any features 

such as patios, ponds or rockeries 

• Replacing keys and locks to shed doors or 

outhouse doors 

• Renewing broken clothes lines or rotary dryers 

– except in communal areas 

• Repairing damage caused by you, a 

member of your family or a visitor to 

your home. 


• What is the problem For example loose 

fencing, a broken paving slab, broken 

washing line etc 

• Where the problem is located 

For example, the rear garden 

• Is the area easy to get to and how can we 

gain access 

• What type of fencing or gates For example 

wooden knee high, 6ft panel, chainlink or metal.

Advice 

• If you cause damage we expect you to 

carry out the repair 

• We will inspect your property to see if work is 

required on your fencing. If you need repairs, 

these will be done as part of a planned 

programme in your area. We will let you know 

when this will be carried out 

• If a gate or fencing is causing a health and 

safety problem, we will make it safe. This may 

mean taking it down in the short term 

• We will not carry out any repairs or maintenance 

on fencing or gates you have put up yourself. 

You are responsible for carrying out repairs 

to these items 

• If the problem has been caused by vandalism or 

a break-in you should report it to the police. 


Page 70 



Page 71 

Roof and chimneys » 





your home 

• Putting up, securing and maintaining TV 

aerials that have not been installed by us 

• If we have to set up scaffolding to repair 

your home you must make sure your satellite 

dish does not get in the way. It may need to 

be removed while we carry out the repair 

and this is your responsibility. 

Advice 

• Our craft workers cannot work at height, for 

example on ladders or up scaffolding, in 

bad weather conditions, poor light or if they 

are on their own. If this is the case we will 

make another appointment with you 

• If a repair cannot be completed safely from 

a ladder we may need to erect scaffolding 

Roof and chimneys 

If this is the case we will make arrangements 

to have scaffolding erected and then make 

another appointment with you to complete 

the works 

• If you have caused damage we expect you to get 

it repaired yourself 

• If the roof is leaking and water is running over 

electrics, please contact us immediately. 


• What is the problem For example loose, 

broken or missing tiles, leaking roof 


front elevation, rear elevation, flat roof 

• How many storeys high is your home For 

example, bungalow, two storey, three 

storey house 

• What type of roofing is it Tiles, slates, felt 

roof, concrete tiles 

• Is the roof a communal or shared roof Is the 

chimney shared between two properties 

Page 72 



Page 73 

Stairs » 



• Repairing damage caused by you, a member of 

your family or a visitor to your home. 

Advice 



• If you have fitted your own items or made any 

alterations it is your responsibility to repair 

these items 

• If you have young children or are elderly or 

disabled, we will repair a loose or missing 

handrail as an emergency. 



broken handrail or brackets, loose stair tread 

• Where the problem is located 

For example, the stair tread or riser etc 

• Is the repair in a communal area 

Please give as much detail on the location 

as possible. 

Stairs 

Page 74 



Page 75 

Toilets » 



• Trying to clear blocked toilets before calling us 


your family or visitors to your home 

• Replacing and fitting toilet seats. 

Advice 

• If your toilet is not flushing we will visit as soon as 

we can. If you need to flush a toilet manually: 

• Half fill a bucket or large pan of water 

• When you want to flush away waste, tip 

this water into the toilet bowl. This will act 

in the same way as a flush 

• A blocked waste is not an emergency*. We 

expect you to try to clear any blocked toilet 

before you call us 

• If you have caused the damage we expect you to get it 

repaired yourself 

• If you have fitted your own toilet, or made any 

alterations, it will be your responsibility to repair 

these items 

Toilets 

• Do not use the toilet if the waste pipe is blocked – 

wait until it has been cleared 

• If we have to replace your toilet we will try to colour 

match it with the suite, however, if we cannot find 

a match we will replace the item in white 

• If we cannot repair the toilet immediately, and 

your property only has one toilet, we will provide 

you with a small portaloo that can be set up 

in your bathroom. 


• What is the problem For example loose pan, 

leaking toilet, broken flush handle 

• Where the problem is located For example leak 

behind the toilet, cistern not flushing 

• What type of flush device is it Handle, push down 

knob or chain 

• Is this the only toilet in your home 

• Is the cistern a high or low level Close coupled 

or standard 

For more information, see page 92. 

* Unless it is the only toilet in the property or if you are classed as being 

vulnerable. 

Page 76 



Page 77 

Water services » 



• Try to prevent burst pipes during cold weather, 

especially if you are away from the property 

for long periods 

• Reduce the damage caused by a leak, if 

possible. You can do this by turning off stop 

taps and using bowls or buckets to hold water 


your family or visitors to your home. 

Advice 

• You should know where the stop tap is in your 

home and check you can turn the water off 

in the event of an emergency. It is usually under 

your kitchen sink or in a downstairs toilet 

• Do not touch any electrical fittings if water 

is leaking into them. Isolate the circuit at the 

mains, if possible 



• If you install a washing machine, dishwasher 

or tumble dryer you are responsible for fitting 

and maintaining the pipe work, vents and 

electrical connections. 


• What is the problem For example leaking 

pipes or a running or broken overflow 

• Where is the problem located For example, 

pipe in bathroom or leak from loft 

• If water is leaking into your home 

What is above the leak Loft, flat roof, 

property above 

• If it is water leaking from the property above, 

what is the address and is anyone at home 

Is the water penetrating any electrical fittings 

Water services 

Page 78 



Page 79 

Windows and glazing » 

Boarding - What is the fault and its number

Double glazing - What is the fault and its number 

Windows and glazing 

Page 80 



Page 81 


PVCu windows - What is the fault and its number

Single glazing - What is the fault and its number 


Please note: all single glazed windows will have been 

replaced by 2010/11 

Page 82 



Page 83 


Timber windows - What is the fault and its number

Windows 


• Fitting any additional security locks to your 

windows and maintaining them 



your home. 

Advice 



• If you have fitted your own windows or made 

any alterations you are responsible for their 

repair and maintenance 

• We will only carry out emergency repairs if 

we need to make your home safe and 

secure, for example if you cannot secure 

the window or it needs boarding up. We will 

then make an appointment to carry out a 

full repair 

• If the window needs renewing, your case will 

be passed on to our Secure Warm Modern 

team. They will replace your window as part 

of a planned programme in your area. We will 

make sure that your window is safe and secure in 

the meantime 

• If the damage is caused by vandalism or a 

break in you should report this to the police. 


• What is the problem For example loose 

or stiff frames Hinge is broken 

Is the property secure 

• Where is the problem located For example, 

the bedroom window, kitchen window 

• What type of window is it Casement, pivot 

window, sash window 

• What type of frame is it Wooden or plastic 


Page 84 



Page 85 


Glazing 


• Replace broken or cracked glazing that is 

caused by you, your family or a visitor to 

your home 

• Fit additional security locks on windows. 

Advice 


get it repaired yourself 


make your home safe and secure, for example 

if you cannot secure the window and it requires 

boarding up. We will then arrange a full repair and 

give you an appointment for this work 

• We may need to make another appointment for 

our contractor if the window is double glazed. They 

will then measure the unit for manufacture. Once 

the unit has been made they will contact again to 

arrange an appointment date for fitting 

• We do not always board up cracked double 

glazed units as an emergency. If we decide 

they are safe and secure we will just arrange 

to come back to measure and then fit the new 

double glazed unit.


• What is the problem Cracked or broken glass, 

single or double glazed 


Kitchen window, bathroom window 

• Is the frame wooden or plastic 

• How big is the window Small casement pane, 

large pane 

• What type of glass Obscure, Georgian 

wired, clear 


Page 86 



Page 87 

Technical tips » 

Damp or condensation 

Condensation dampness affects millions of homes 

in the UK. It is particularly common in houses that 

are poorly heated and insulated. 

This problem can lead to staining and mould growth 

that damages wallpaper, wall surfaces, window 

frames, furniture and clothing. 

What is condensation 

All air contains some ‘invisible’ water vapour. The 

higher the air temperature, the more water vapour it 

can hold. Condensation happens when air carrying 

vapour comes into contact with a cool surface. 

This is why the bathroom mirror steams up after a 

shower or a window steams up when you breathe 

on it. 

Where does condensation dampness occur 

Areas that are affected the most include the 

bathroom/kitchen, or cold surfaces in other rooms. 

Condensation can be obvious when it is droplets of 

water on gloss painted windowsills, the droplets can 

soak into the wall and you do not see the problem 

until black mould patches start to appear.

How to tackle condensation dampness 

You can help prevent condensation in your home. 

Try following these steps: 

• Keep lids on saucepans while cooking 

• Tumble driers should be vented to the outside 

• Avoid the use of bottled gas and paraffin 

heaters, which produce high levels of vapour 

• Dry washing outside when possible 

• When creating steam in the kitchen/ 

bathroom open windows and close the doors 

to these rooms. This will let moisture escape and 

prevent it from spreading through the house 

• Increase ventilation. Simply open a window 

– not too much so it makes the room too cold, but 

enough to let air pass through 

• Try to keep temperatures in all rooms 

above 15°C 

• Do not draught proof kitchens and bathrooms 

• Move furniture away from external walls to 

allow air circulation. 


Page 88 



Page 89 


Resetting a trip switch 

If you have an older ‘fuse board’ with rewireable 

fuses, you should not try to repair or replace fuses 

yourself. Contact us for help. Many homes now 

have modern fuse boxes called ‘consumer units’. 

These have circuit breakers or ‘trip switches’. If an 

electrical fault occurs, the circuit breakers switch 

everything off to prevent injury and damage. If 

your home has a consumer unit it will be near your 

electricity meter. It is important you make sure you 

know where your consumer unit is, and where the 

trip switches are. 

To reset a trip switch you will need to: 

• Unplug all appliances 

• Open the cover on the consumer unit to 

expose trip switches 

• Reset the trip by pushing up the trip switch 

• Plug the appliances back in one at a time to 

check if any are faulty and tripping the 

switch again 

• Replace the trip cover. 

RESETTING A 

TRIP SWITCH 

RESETTING A 

TRIP SWITCH 

Circuit 

breakers 

Consumer unit 

Trip 

Button 

Trip 

switch 

Cover 

Trip 

Button 

Main Switch 

Mains switch 

R.C.D

If the trip goes again 

This may mean there is a fault in an appliance or 

light fitting. You will need to find out where the fault 

is, by following these steps: 

1. First, unplug all appliances 

2. Then reset the ‘tripped’ switch to the ON 

position (if it is a button, press it in) 

3. Turn each light on, one at a time 

4. If the trip switch goes again after you turn 

a light on, then the bulb or light fitting may 

be faulty 

5. Plug each appliance in and turn them on, 

one at a time 

6. If the trip switch goes again after plugging 

an appliance back in, there is a fault with 

that appliance 

7. Turn the faulty light or appliance off and unplug it. 

You should then be able to reset the trip switch 

8. If the switch keeps moving back to the off position 

call us on 0115 915 2222. We will arrange an 

inspection by an electrician. 


Page 90 



Page 91 


Frozen or burst pipes 

If cold weather is forecast, you can help reduce the 

risk of burst pipes: 

• Make sure you know where the main stop tap is 

and check regularly that you can turn it 

• Turn taps off fully 

• Keep your heating on a low setting, rather 

than turning the heating on and off for short 

periods of time 

• Make sure thermostatic radiator valves are on 

the ‘frost’ setting in rooms you don’t use, and 

not turned off 

• If you do not have central heating allow some 

heat to circulate into colder rooms 

• Turn off your mains water supply if you are 

going to be away from home for more than 

a few days. 

If a water pipe freezes 

• Turn off the water at the main stop tap 

(make sure you know where it is) 

• Let pipes thaw out naturally – do not try to 

thaw them by using a hair drier or blow lamp. 

If a water pipe bursts 

• Turn off the water at the main stop tap 

(make sure you know where it is) 

• Put a bowl or towels under the leak to soak 

up the water 

• Switch off your central heating or 

immersion heater 

• Turn on all taps to drain water from the system 

this may take about 15 minutes 

• When the water stops running, turn all the 

taps off. 

If any electrics are getting wet, do not touch. 

Do not turn anything on or off. 

Then contact us on 0115 915 2222.

Clearing internal blockages 

Clearing a blocked toilet 

To prevent a blocked toilet, do not flush away 

sanitary towels or nappies. Put them in the bin 

instead. 

If your toilet does get blocked then follow the 

instructions below: 

• Fill a container with water 

• Pour the water into toilet pan until the blockage 

is cleared. 

If this doesn’t work, please do not use your toilet 

again, instead, please report the repair to us 

immediately on 0115 915 2222. 

Clearing blocked waste 

To help prevent blockages do not 

pour fats and grease down the 

kitchen sink. If possible, clean 

waste pipes with hot water and 

soda crystals at least once a 

month. 

UNBLOCKING A TOILET 

To clear a blockage: 

• Remove all the water from the sink 

• Hold a rag tightly over the overflow pipe 

opening and place a plunger over the drain hole 

• Pump the plunger up and down rapidly to 

clear the blockage 

• After clearing the blockage, it is advisable to 

rinse out with a household blockage cleaner. 

For information on reporting a repair to your toilet 

see page 76. 


Page 92 



Page 93 

Useful contacts » 

Nottingham City Homes: 0845 330 3131 

Minicom: 0115 915 7447 

Repairs Call Centre: 0115 915 2222 

Minicom: 0115 915 1826 

repairs@nottinghamcityhomes.org.uk 

www.nottinghamcityhomes.org.uk 

Tenant and Leaseholder Involvement team: 0115 915 7380 

gettinginvolved@nottinghamcityhomes.org.uk 

Services for older people: 0115 915 1616 

shelteredhousing@nottinghamcityhomes.org.uk 

Nottingham On Call: 0115 915 1640 

(24-hour care alarm service) 

housingoncall@nottinghamcityhomes.org.uk

Rents Call Centre: 0115 915 4920 

Minicom: 0115 915 4113 

rents@nottinghamcityhomes.org.uk 

Anti-social Behaviour Helpline: 0115 915 2020 

Secure Warm Modern: 0300 333 8100 

(calls charged at local rate) 

SWM@nottinghamcityhomes.org.uk 

Get in touch 

We have a number of local housing offices 

across the city. If you are not sure of the location 

of your nearest office, call us on 0845 330 3131 

(Minicom 0115 915 7447) or visit our website on 

www.nottinghamcityhomes.org.uk 

Useful contacts 

Page 94 



Page 95 

Notes »

Notes 

Page 96 



Page 97 

Notes »

Si vous ne parvenez pas à lire ce bulletin d’information, contactez s’il 

vous plait votre service du logement local ou appelez-nous au 0845 330 

3131. Nous mettrons à votre disposition un interprète qui se chargera 

de vous l’expliquer, ou vous l’envoyer en version parlée sur cassette 

audio ou CD. Et si aucune de ces options ve vous convient, alors nous 

pourons traduire le bulletin d’information dans la langue de votre choix. 

Nous pouvons aussi vous le fournir en grands caractères. 

Phone: 0115 915 2222 

Minicom: 0115 915 1826 

Email: repairs@nottinghamcityhomes.org.uk 

www.nottinghamcityhomes.org.uk Registered in England and Wales number 5292636

Repairs Handbook - Nottingham City Homes

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