Housing home user guide

SECTION 2 – REPORTING PROBLEMS
Defects and Repairs – call 0800 587 2325 or log on to www.sovereign.org.uk
While every effort has been made to ensure that your home is
free from any problems, faults can sometime occur, if they
do, please let us know If you are not sure about the problem,
telephone the number at the top of the page and we will talk
you through it and make sure that it is put right.
For the first year, any defects that occur due to poor
workmanship or faulty equipment will be attended by E G
Carter & Co Ltd. When you call Sovereign it will be decided
whether the problem is a defect or a repair. If it is a defect,
Sovereign will report the problem to E G Carter & Co Ltd who will make an
appointment to come and fix it. If it is a repair, Sovereign will make the appointment
with you directly.
The defects period does not cover general wear and tear or damage caused by
yourself, your family or your guests. You may be charged for work that is carried out
as a result of damage (including accidental) or neglect, the following guide will assist
you in avoiding chargeable callouts:
Lights not working, or electrical trip - first of all carefully check that it is not
something simple, like a failed bulb or a faulty appliance – See Section 3.
No heating or hot water – is the boiler switched off, or does it need repressurising?-
Check to see if it is something covered in this or the
manufacturers user manuals in Sections 3, 4 or7
If you have a problem with water, electricity or gas, firstly check Section 3
Blocked toilets/drains – Flushing anything other than toilet paper and
human waste through the sewerage system can block the toilet/sewerage run
See Section 3
Doors and locks - keep frame gullies clean of dirt and debris. Lift the handles
fully to seal the door into the frame before locking.
Mould – see ventilation in Section 3 of this manual for more details and
advice