Tenants' Guide to Housing Repairs
Emergency repairs telephone number: 01289 330800
To report a repair, you can select this link to download a form (pdf format)
When you become a tenant of this Council you enter into a legally binding contract between the Council and yourself.
The terms of the contract are set out in your 'Tenancy Agreement' .
As part of that agreement, the Council will carry out most of the repairs to the main structure of your home. However, there are certain items that you are responsible for, these are set out under the section, Who is Responsible for Your Repair.
Questions
If you have any other questions about getting repairs or replacement work carried out on your council home, or if any information in this Guide to Repairs is not clear, please phone the Property and Housing Unit on (01289) 301837/301835 or call at the Property and Housing Unit, Council Offices, Wallace Green, Berwick-upon-Tweed.
Contents:
- Emergency Repairs
- How to report a repair
- Home Improvements
- How the Council deals with repairs
- Right to Repair
- Who is responsible for your repair
- Servicing of gas appliances in Council owned properties
- Other related services
Emergency Repairs (back to top)
The Council has an Emergency Repair Service to deal with very urgent repairs outside normal working hours. If you have an emergency repair, phone (01289) 330800 and give full details of the problem.
Emergency repairs include:
- dangerous electrical faults
- fire damage
- heating failures involving elderly or sick people
- major plumbing faults (resulting in large scale loss of water).
The Emergency Service only deals with very urgent work, not jobs that can safely be left until normal working hours.
Gas leaks
If you smell gas you should immediately telephone British Gas - Transco. Their FREEPHONE number is 0800 111 999. They will deal with any report of a gas escape free of charge.
During the year our Gas Servicing Engineers will call and carry out a safety check on all gas appliances supplied by the Council.
Gas appliance servicing
As well as repairs, we are also responsible for carrying out an annual safety check of all gas appliances that belong to the Council.
Faulty appliances can give off poisonous carbon monoxide. This gas cannot be seen or smelt, but can kill. Faulty appliances can also cause explosions.
We therefore have a legal duty to make sure that all our appliances are checked every year by, properly qualified, gas engineers. Our tenants also have a duty under their 'Tenancy Agreement' to allow gas engineers employed by the council into their homes to carry out the checks.
Gas safety checks
When the safety check is due an engineer will call at the property. If they are unable to gain entry for a second time a card will be left asking the tenant to contact them to arrange a suitable time for the work to be carried out.
If we do not hear from the tenant, we then send a letter, explaining why we have to get in to check the gas appliances and asking them to get in touch.
Final appointment
If we still hear nothing, we have to issue a formal 'Final Appointment', warning the tenant that we will start legal proceedings to gain entry to the property.
If in the end we are forced to break in to carry out the safety checks, the tenant will be charged for the cost of gaining entry.
Reporting gas repairs
Please report any gas appliance repairs to the Property and Housing Unit on (01289) 301837/301835. Outside working hours please contact our Emergency number on (01289) 330800.
How to Report a Repair (back to top)
If your home needs repair work you should contact us as soon as possible. General repairs also include any work needed on gas appliances supplied by the authority.
You can report a repair, by phone, by letter, in person or via the Internet.
By phone
Ring the Property and Housing Unit on (01289) 301837/301835.
In person
If you prefer to report your repair in person you can call in at the Property and Housing Unit, Council Offices, Wallace Green, Berwick-upon-Tweed.
Opening times
The Property and Housing Unit is open 8.45am to 5.00pm, Monday and Friday and 8.45am to 5.15pm Tuesday to Thursday.
By letter
You can write to the Property and Housing Unit, Council Offices, Wallace Green, Berwick-upon-Tweed, TD15 1ED.
If you are reporting a repair by letter make sure you include:
- your name and address
- what repair is needed
- the days and times when someone will be at home, or other arrangements for us to get in to the property
- if you are leaving keys with a neighbour, please give us their address and phone number.
Internet
You can report a repair on line by visiting www.berwick-upon-tweed.gov.uk.
Emergency repairs cannot be reported online. In an emergency you must telephone the emergency number straight away.
Outside working hours use our Emergency Repair Service number (01289) 330800.
Home Improvements(back to top)
Tenants of the Council that have a secure tenancy have the right to carry out improvements to your home, provided that you first get permission from the Repairs Manager.
Each application is considered separately and permission is usually given, subject to any conditions that may be appropriate.
If permission is not given we will write to you, giving you the reasons. If you are not satisfied with the decision you have the right to appeal. Appeals should be sent to the Head of Property and Housing.
You also have the right to appeal if you think that the conditions under which permission is given are unreasonable.
You MUST NOT start any improvement work until written permission has been given by the Repairs Manager.
Check the regulations
Once you have received permission, the next stage is to make sure the improvement work you want to carry out complies with Building Regulations and Planning Requirements. It is best not to start any work until you have received written approval.
Contact Building Control on (01289) 301846 and Planning on (01289) 301841 to find out about the building and planning regulations that might affect you.
Please note:
1. You will be responsible for the maintenance and repair of any addition or alteration to your home, and for making good any damage.
2. Any permanent alteration or addition becomes the property of the Council and cannot be removed when you leave the property.
3. Any alteration you carry out without the permission of the Repairs Manager may be removed by the Council to restore the property to its original design. You would then have to pay for the cost of this extra work.
Internal decorating
Tenants are responsible for the internal decorating of their homes.
Decorating after major repairs
The Council offers an allowance to help pay for the cost of redecorating after major repair work that we carry out, such as putting in a new damp-proof course or rewiring. These allowances are at a fixed rate per contract.
Decorating communal areas
Tenants are not responsible for decorating the communal areas of flats and maisonettes. The Council inspects them at regular intervals and decorates them when necessary.
Pensioners and disabled tenants
If tenants are pensioners or are disabled, the Council will deal with some of the work that would normally be their responsibility, at no extra cost, i.e. toilet seats & fireplace tiles.
Adaptations for disabled tenants
If you are disabled you may need adaptations to your home - ramps, level access, hand rails, a stair lift or a hoist for the bath. If you need adaptations you should contact Northumberland County Council, Social Services Department on (01289) 334000 and see if you can be referred by an Occupational Therapist, who will carry out an assessment of your situation.
How the Council Deals with Repairs (back to top)
Appointments
If the workman needs to get in to your home to do the work, you will be offered a morning or afternoon appointment, to suit your convenience.
We will send you an acknowledgement for each repair reported, so you know that we will deal with it and what priority it has been given.
If you have reported the repair by letter and the appointment offered is not convenient for you, please contact the Council on (01289) 301837/301835 and they will rearrange it for you.
Please keep your appointment
Once an appointment has been made it is important that you are in when the workman calls. If you are not in, the job will be cancelled. The workman will leave a cancellation card.
If the work is cancelled and you still want it doing, you will have to contact the Council again and arrange another appointment.
Appointments
Appointment times are between 8.30am and 4.00pm Monday to Thursday and 8.30am to 11.30am on a Friday.
Access to your home
Officers from the Council, and any other person authorised by the Council, may at some time need to get into your home. For example, access may be needed to inspect the state of a repair or to carry out repairs to your home or to an adjoining property.
Under your tenancy agreement you must allow them access to the premises at any time between 8.30am and 4.00pm, and at any other time in an emergency. We will give advance notice whenever we can.
Moving furniture and carpets
You must also ensure that all furniture is removed including lifting carpets or laminate flooring yourself (if access to the floor is required) to allow repairs to be done. Carpets and laminate flooring are supplied and fitted by tenants and are therefore your responsibility.
If they have to be lifted to carry out a repair the Council cannot be held responsible. You are responsible for making sure furniture, carpets and laminate flooring are moved out of the way, ready for the work to be done.
Security
All employees of the Council carry official identity cards that include their photographs.
You are strongly advised to ask to see such a card before allowing anyone claiming to be from the Council into your home.
Sometimes work is carried out by contractors employed by the Council. They will not, all, have identity cards, but should be able to produce works orders or other documents to show that they are working on behalf of the Council. Do not accept photocopies.
Contractors should also be able to give you the name and phone number of a Council officer you can contact to check they are genuine.
If in doubt - shut them out
If you are in any doubt about the identity of a caller DO NOT let them in. Ask them to call again later, so you have time to check them out, and then shut the door on them.
Contact the Property and Housing Unit to check whether they have been sent from the Council or not.
Customer Care
We do our best to provide a quality service for all our customers. To help us monitor how well we are doing we carry out regular customer satisfaction surveys.
Most of the jobs we do are followed up with a questionnaire, asking about:
- the date the job was completed
- the time it took to complete the repair work
- was the work carried out to your satisfaction
- the opportunity to give your comments if not.
Your help in filling in and returning these questionnaires is appreciated.
Complaints
If you are not happy with the service we have provided you should contact the Repairs Manager on 01289 301837/301835 or e-mail him at cd@berwick-upon-tweed.gov.uk or write to him at the address below.
If you are not satisfied with the action taken as a result of your complaint, please write to:
Head of Property and Housing
Berwick-upon-Tweed Borough Council
Council Offices
Wallace Green
Berwick upon Tweed
TD15 1ED
Right to Repair (back to top)
Your right to repair
As a council tenant you have the right to have repair work carried out under the legal contract between the Council and yourself, as set out in the Conditions of Tenancy.
You also have rights under the 1985 Housing Act. According to an amendment to this Act you can, under certain circumstances, receive compensation if certain repairs are not carried out within the prescribed time period.
Details of your rights are given in a leaflet called 'The Right to Repair', produced by the Office of the Deputy Prime Minister. Copies are available from the Property and Housing Unit.
The regulations only cover the repairs listed below. There are also some exceptions:
- total or partial loss of electric power
- unsafe power or lighting socket, or electrical fitting
- total or partial loss of water supply
- total or partial loss of gas supply
- blocked flue to open fire or boiler
- total or partial loss of space or water heating
- blocked or leaking foul drain, soil stack, or toilet pan (where there is no other working toilet in the dwelling)
- toilet not flushing (where there is no other working toilet in the dwelling)
- blocked sink, bath or hand basin waste pipes
- tap which cannot be turned
- leaking from water or heating pipe, tank or cistern
- leaking roof
- insecure external window, door or lock
- loose or detached bannister or hand-rail
- rotten timber flooring or stair tread
- door entry-system not working
- mechanical extractor fan in internal kitchen or bathroom not working.
Right to repair procedure
The procedure is as follows:
If the council fails to carry out a repair listed above within the time limit given on the acknowledgement card, you should write to the Head of Property and Housing.
In your letter explain what has happened, giving the details of when the repair was reported and when it was due to be carried out.
The Head of Property and Housing will arrange for another instruction to be given for the work to be carried out. You will be sent a second acknowledgement card with a new time limit.
If the work is still not carried out within the time limit given on the second acknowledgement card you should write to the Head of Property and Housing again.
Explain the situation and claim the compensation that is due to you.
Compensation will only be paid if you have allowed access to your home at the appointed times.
The amount of compensation could be up to a maximum of £50.
Who is Responsible for Your Repair? (back to top)
As part of our contract with our tenants, the Council has a responsibility to carry out certain repairs to tenants' homes. Other repairs are the responsibility of the tenant.
The different sorts of repair are listed below, showing who is responsible for them.
Council responsibility
The Council is responsible for replacing or repairing items that were part of the premises when a tenancy started if they are damaged through normal wear and tear. The work is done at no extra cost to the tenant living in that property.
If the property has been changed in any way, by the previous tenant the new tenant will be asked to take on responsibility for maintaining the alterations or additional items.
If items listed under tenants' responsibilities are damaged as the result of a repair by one of our workers they will be repaired by the Council at no cost to the tenant.
Structural repairs
The Council is responsible for the main structure of our properties.
We will repair major items such as:
- foundations
- external walls
- external doors and door frames
- window frames
- roofs
- gutters and rain-water pipes
- drainage
- water services
- electrical services
- gas services
- central heating and hot water systems
- communal areas (such as lifts and stairs).
Frost damage
The Council is responsible for insulating the tanks and pipework in the loft of your property against frost.
Council tenants are responsible for making sure that outside toilets are properly protected during the winter, and for taking other normal precautions around your home during cold weather. For example
- leaving the plugs in sinks and handbasins
- making sure there are no dripping taps
- sprinkling salt in the pan of outside toilets
- keeping some background heating on.
The council is not responsible for any repair or replacement caused by tenants' neglect during cold weather.
As a council tenant, if you are going on holiday during the winter you can ask the council to drain down your hot and cold water systems, so they cannot freeze up. Phone the Council on (01289) 301837/301835 to book this free service.
Communal areas
Housing will inspect the communal areas of blocks of maisonettes and flats on a regular basis, and will decorate them when necessary.
Tenants’ responsibility
Tenants are responsible for other more minor repairs and replacements. They are also responsible for putting right any damage that they have caused themselves.
The council is not responsible for:
- damage not due to normal wear and tear
- the repair or replacement of anything that has been installed or fitted in the property by the current tenant without the written consent of the Repairs Manager
- the repair or replacement of anything installed or fitted by a previous tenant if you exchange into that property
- making good any internal decoration affected by improvement or repairs work, unless agreed with the Head of Property and Housing in writing, in advance.
What if tenants’ repairs are not done?
If tenants do not carry out the repair or replacement work they are responsible for, the Council may send an official notification, asking them to carry out the work within a reasonable period of time. Under the tenancy agreement tenants should comply with the notification and carry out the work.
If they still do not comply, the Council may, after a reasonable period, enter the premises and do the work. The tenant would then be charged with the cost, including any administrative expenses that may be involved.
Accidental damage
Tenants may be able to claim for accidental damage through their own household insurance.
The Council run a scheme whereby Insurance Premiums can be paid along with the rent, please enquire at the Property and Housing Unit for further details.
Vandalism and neglect
The Council is not responsible for any repair or replacement needed as a result of any action or neglect by the tenant. This includes not just the tenant and their family, but also any other member of the household, visitor or pets.
If damage by vandals has been reported to the police, the Council will normally only accept responsibility for the repairs if the police prosecute the offender.
It is in all our tenants' interests to try to prevent vandalism on any property and report offenders to the police.
If you would prefer not to report vandalism or any other crime directly to the police, use the Crimestoppers service, telephone 0800 555 111. Your call will be free and you do not have to give your name.
Right to buy
The Council has a policy that when a Right to Buy has been submitted all non-urgent repairs will cease to be carried out by the Council.
Repairs that will continue to be done are,
Gas Repairs
Heating Repairs
Loss of Power
Burst tanks
No water supply
Dangerous or leaking roofs repairs
Broken windows will be boarded up but the tenant will be re-charged for this work.
Servicing of gas appliances in Council
owned properties (back to top)
Gas leaks
These should be reported at once and directly to Transco: 0800 111 999. If you smell gas do not switch on any electric appliances and do not strike any lights.
Gas servicing
The Council is responsible for carrying out an annual safety check of all the gas appliances belonging to the council.
Better safe than sorry
Faulty appliances can cause explosions and can also give off poisonous carbon monoxide fumes, with possibly fatal consequences. We therefore have a legal duty to make sure all of our gas appliances are checked every year by properly qualified gas engineers.
Council tenants also have a legal duty to allow council staff in to their homes to carry out these annual checks. If tenants do not allow access, council staff have the legal right to break in to do the work, and to charge the tenant for the cost of putting right any damage that results.
Once a year
When the safety check is due we deliver a card to the property, suggesting an appointment time. If this is not convenient we ask the tenant to contact us to arrange an alternative time.
Our engineer will then call round at the arranged time to do the work. If the tenant is not in, the engineer will leave a second card, asking them to contact us to arrange another time.
If we don’t hear from the tenant, we send a letter explaining why it is vital that the safety check is carried out which asks them to get in touch.
Final notice
If we still hear nothing, we then issue a formal ‘final notice’, warning the tenant that we will start proceedings to gain entry to the property.
If in the end we are forced to gain entry to carry out the safety checks, the tenant will be charged for the cost of the repair.
Gas leaks
If tenants think there is a gas leak in their home (or nearby) they must contact Transco at once: telephone 0800 111 999.
In the mean time:
- turn the gas off at the meter
- open the windows and doors to let the gas out
- extinguish any naked flames
- do not turn any electrical switches, doorbells or sockets on or off
- get in touch with Transco at once (telephone 0800 111 999).
Gas safety
Gas is a safe fuel if it is used correctly and treated with respect.
Tenants are asked:
- to let our engineers into their homes to carry out our annual safety checks
- to report any problems with appliances at once to the Council - telephone (01289) 301837/301835
- to report any gas leaks at once to Transco - telephone 0800 111 999
- to be very cautious about buying second-hand gas appliances and always buy from a very reputable company
- not to reduce or block the ventilation to gas appliances
- not to block gas flues or chimneys taking any poisonous fumes away from gas appliances
- to be alert for any signs of carbon monoxide leaks, and report them at once to the Council on (01289) 301837/301835
- not to carry out any ‘do-it-yourself’ work to install or repair gas appliances - leave it to the experts. Apart from being very dangerous, you could also be breaking the law.
Carbon monoxide poisoning
Carbon monoxide is a poisonous gas, which has no colour, taste or smell. Exposure to quite low levels can cause brain damage or death.
The symptoms of carbon monoxide poisoning are similar to those of flu and other virus infections. They include drowsiness, weakness, headaches, nausea and pains in the chest.
If anyone in your home has any of these symptoms while a gas appliance is being used, stop using the appliance until it has been checked and consult a doctor.
Carbon monoxide poisoning can affect the way the brain works, so people affected can’t always tell that anything is wrong or take any action before it’s too late.
Carbon monoxide can build up to lethal levels in a home because:
- faulty appliances are not repaired or replaced
- flues are blocked or not working properly
- not enough air is getting in to the building to keep the gas burning properly in the appliance
Related information
Go to www.corgi-gas.com (new window) for more information about gas safety.
Other Related Services (back to top)
Should you wish to contact the Council regarding any of the following services please telephone 01289 301811 or write to:
The Environmental Maintenance Manager
Berwick-upon-Tweed Borough Council
Council offices
Wallace Green
Berwick-upon-Tweed
TD15 1ED
Civic Collections
If you are unable to transport any large household items to a waste transfer station within the borough – a service is available known as a “civic collection” – for a set price you can dispose of up to 4 items, which we collect from your property.
Parks and Open Spaces
Hedges, footpaths and areas of grass may be the responsibility of the Borough or County Council if you have a query on a particular area or problem – you can contact us.
Road Maintenance
Various road maintenance upgrades and general works take place throughout the Borough – this can be the responsibility of the Borough or County Council.
Weekly bin collection
If you forget to put out your bin or it is missed you can call us on 01289 330044 and we will do our best to come back and empty it for you.
|
