WHAT DOES THIS HANDBOOK COVER?
 

This handbook covers -

 

The way in which you report a repair will vary according to the type of repair that you need and the time on which you request it.

 

 

Day to day repairs should be reported to the Community Office. You can either do this by coming to the office or calling us on 02089260214.
 

If your repair relates to the communal heating system, including the heating, hot water (including if this relates to your emersion heater) or a leak from the system you should call the Lambeth Housing Management Contact Centre on 02079266000. Ensure that any repair is placed with T Brown who are the Council’s contractors.
 

If your repairs relates to a heating or hot water and your own individual gas boiler you should call 01689 806179 or 0845 604 2866. This will take you straight to our contractor, Mitie who will deal with the repair direct.

 

 

After 5.00 or at weekends and bank holidays all repairs should be reported through the Lambeth Housing Management Contact Centre on 02079266000.

 

If you have any doubts then please contact the office and we will try our best to help you.

 

 

Whilst Roupell Park RMC is responsible for the day to day maintenance of the estate, Lambeth retain responsibility for carrying out repairs to many parts of the building and the grounds. However this service standard covers all repairs to your home and communal areas on the estate. Where we do not have direct responsibility we will take this forward on your behalf.

 

In general terms we and the Council are responsible for maintaining the fabric and structure of your home and any communal areas.

 

However we are not responsible for all the repairs that are needed in your home and under the terms of your tenancy agreement you have substantial responsibilities. We also know that in some cases due to personal circumstances we may carry out works that would otherwise be your responsibility and we will consider each case individually

 

We are responsible for repairing and maintaining The structure The structure of the property, for example walls, roofs, joists and beams External doors and door frames Treatment of damp, rot and woodworm Windows and glazing Window frames, window catches and safety devices Glazing to communal areas Glazing to your home where the repair was caused by a defect Glazing to your home where the repair was the result of a crime (in this case we need a crime reference number – without this number you will be recharged) Utilities Water gas and electricity supplies to your home All council owned pipes and waste pipes Kitchens, Bathrooms etc. Baths, basins, sinks, toilets, cisterns Kitchen cupboards and work surfaces Gas appliances and heating Gas fittings and appliances such as central heating, water heaters, boilers The communal heating and hot water system Electrical installations Electrical wiring including sockets and switches provided by us Other internal and external areas Plaster work to walls and ceilings other than small decorating cracks Drains, gutters, down pipes and flues Communal areas such as pathways, estate roads, hallways, communal stairs and lighting, balconies and waste chutes Lifts Fire equipment Door entry systems Communal television aerials Fencing and gates to communal parts or gardens External decorations and decorations to communal parts

Your are responsible for Decorating the inside of your home and for keeping the inside your home in good order. Blocked sinks, basins and baths (unless due to blocked drains) Replacing blown fuses and resetting trip switches Replacing light bulbs Renewing toilet seats Internal and external door handles, locks, catches and keys if not due to disrepair caused by the age of the door or fitting Built-in wardrobes Gardening if you have your own garden Phone wires and sockets Any Television aerials and wiring other that those provided by RPRMC Repair any changes or improvements that you carried out, for instance if you fitted you own kitchen. IMPORTANT THINGS YOU MUST NOT DO There are works to your home that you must not carry out yourself: You must not carry out works to the electricity supply or wiring – this must be done by the Council’s main contractor. If you are changing light fittings, switches etc. this must be done by a qualified electrician You must not carry out works to your home’s gas supply (including disconnection and connection of gas cookers and fires) this must be done by our main contractor You must not carry out works to your home’s heating system – this must be done by our main contractor You must not change or otherwise alter your front entrance doors as these may be fire safety doors

 

 

So that we can keep your home and those of your neighbours well repaired when needed you must: Allow us to into your home to check for repairs and carry them out. This includes repairs that are affecting your neighbours property or the block in which you live. We will always give you reasonable notice of our visit, but in an emergency if we cannot get hold of you we may need to force access to your home to carry out a repair Allow us and our contractors access to your home to carry out annual gas safety checks and any tests to electrical wiring and installations. Where we are not given access to carry out the annual gas service we will take legal action to enforce access or force entry and charge you the costs for doing so Take steps to ensure that any pipe work in your property does not freeze and make sure any appliances, for example washing machines, are properly connected. Any damage caused to your, or your neighbours property, will be rectified and the cost recharged to you Notify us when a repair is needed Get our written permission before carrying out any improvements to your home, for example fitting a new kitchen or bathroom, installing a new light fitting, etc. Repair any accidental or deliberate damage caused by you, a member of your family or a visitor to your home

 

HOW LONG WILL REPAIRS TAKE?

We have target times for different types of orders. In most cases we keep to these targets, but will be flexible in some cases if you have particular needs.

 

For all Emergency, Urgent and Priority repairs we will offer you an appointment to suit you. For other repairs we will attempt to contact you within 5 days of our expecting to commence work.

 

If we are unable to make an appointment we will try to contact you to rearrange at a time this is convenient to you.

 

The list below is not comprehensive and only acts as a guide to the service we will provide.

Priority	Target Response	Description of repair
Emergency Repairs	2 Hours	Serious flooding or leaks Making safe collapsed ceilings and floors Major health and safety repairs to communal parts
Emergency Repairs	24 Hours	Total loss of water or electrical supply Total or partial loss of gas supply Blocked toilet where there is only one toilet in the property Blocked soil stacks and sewers Taps that at running full bore and cannot be turned off Doors and windows where the security of your property is at immediate risk Unsafe electrical fitting Between 1 October and 31 March, total or partial loss of heating and hot water Lift breakdowns Minor health and safety repairs to communal parts Boarding broken
Urgent Repairs	3 Days	Toilet not flushing Clearing blocked sinks, basins and baths Loose banisters and hand rails in your home Partial loss of electrical supply Partial loss of water supply Between 1 April and 1 October total or partial loss of heating and hot water Repairing lighting to communal areas
Priotiry	7 Days	Blocked toilet where there is more than one toilet in the property Taps that will not turn off Running overflows Minor leaks from pipes that can be contained Entry phones not working either to the block or an individual flat Roof leaks that can be contained by patching
Routine Repairs	28 Days	Extractor fans to kitchens and bathrooms Dripping taps Blocked and leaking gutters Reglazing communal doors and windows Repairing doors and windows where there is not a security risk Reglazing windows in dwellings where a crime number has been provided Repairing plasterwork after other repairs have been done Most repairs to communal areas

 

We and Lambeth Housing Management will also carry out planned maintenance programmes. This may include works such as resurfacing parking areas, roof repairs, clearing blocked gullies and regular clearing of soil stacks and gutters.

 

 

What can you expect of our staff and contractors We define the service we expect to provide to you in our Customer services service standard.   We expect our contractors to - Introduce themselves and show a formal identification badge. If you are not sure, do not let them in until you have contacted the office. Wear the appropriate uniform Explain why they are there and what the works will mean to you Enquire if you have other repairs that need to be carried out Behave in a polite and professional manner at all times Refrain from smoking, playing music or using foul or abusive language Make sure that your home is properly protected from dust, paint etc. Make sure all materials and equipment used on site are kept safe and with a minimum of inconvenience to you Make sure that, wherever possible, supplies of gas, electricity and water are fully restored at the end of each day, or where this is not possible ensure that there is an adequate temporary supply Tidy up at the end of the job or end of the day Ask you to complete a satisfaction survey

What we expect of you When dealing with us or our contractors we expect you to Be polite Not to use bad or abusive language Be in at the time that we have made an appointment or if it is an emergency repair be in at all times If you are not able to make an appointment contact us and let us know Ensure that your home is clean and tidy Ensure that you have cleared the area in which we need to work of your belongings so we are able to carry out any work without obstruction or delay Refrain from smoking when our contractors or staff are present Report any repairs that are needed to your home as soon as they are needed Ensure that neither you, your family or guests cause any damage to your home or communal areas

 

 

It is very important to us that when we do a repair we do it properly. To help is do that we will post inspect a minimum of 10% of all repairs that we do.

 

We also ask that you complete the satisfaction surveys that you are given when the work is completed. These really help us to learn from what we do wrong and from when we get it right.

 

Hyperion House

Deepdene Lodge

Albury Lodge

Fairview House

Capel Lodge

 

Warnham House

Dunsfold House

Outwood House

Witley House

Tanhurst House

Elstead House

Thursley House

Tilford House

Brockham House