Ducane Housing Association - How to report repairs/Emergency Out of Hours
Please be aware that for all other maintenance repairs you should report to the Ducane office on the next available working day by calling 020 8735 4990 or emailing us
You can also report a repair by visiting our website – www.ducaneha.org.uk
Procedures for emergency maintenance repairs out of hours, between 5pm and 9am Monday to Friday, weekends and Bank Holidays
What to do when the office is closed, in the case of:-
· URGENT Leaking Pipes, toilets or sinks
· URGENT Flooding
· URGENT Blocked sinks, toilets or drains
· Lock outs (for which tenants will be liable for costs)
· Loss of Power
· Boiler failure for heating or hot water
· If you smell Burning
· Home Contents Insurance details
WHAT TO DO IF THERE IS A BLOCKED SINK OR WASTE PIPE IN YOUR HOME OUT OF HOURS
· Use a plunger or proprietary sink clearance product to clear the blockage
· If unable to clear the blockage DO NOT USE
· Report problem to the Office on next available working day
· DO NOT PUT ANY FOOD OR FAT DOWN YOUR SINK – dispose of these in the bin. If you fail to observe these procedures, you will be charged for any persistent blockages that occur in your home
· If the sink is overflowing with taps turned off, call
our emergency plumber, Space Heating on 07738 835585 or 07956 106663
WHAT TO DO IF THERE IS A BLOCKED TOILET IN YOUR HOME OUT OF HOURS
· Use a mop to clear the blockage
· Use a bucket to flush water down the toilet
· If unable to clear the blockage DO NOT USE
· If the toilet pan overflows – call our emergency
Plumber, Space Heating on 07738 835585 or
07956 106663
· Report the problem to the Office on the next
available working day
WHAT TO DO IF THERE IS A SERIOUS FLOOD OR LEAK IN YOUR HOME
First of all - Locate the source of the leak:-
o If the leak is from your flat, TURN OFF THE WATER IMMEDIATELY by turning off the stop cock located under your sink
o If the leak is coming from your ceiling, go to the flat above to get the water turned off.
o If the tenant is out, call the approved plumber
Space Heating on 07738 835585 or 07956 106663
o Once the water has been turned off, mop up the water and report the fault to the office on the next working day.
WHAT TO DO IF THERE IS NO POWER IN YOUR HOME OUT OF HOURS
o First of all, check with your neighbours and external buildings around you whether there is a POWER CUT in the area
o Refer to the diagram above to reset the trip switch on the fusebox located inside your flat, in the store cupboard
a) Turn ALL black switches to the downward position
b) Turn red switch (or round switch, if applicable)to the vertical upwards position
c) Starting from the right hand black switch, turn each switch upwards, one by one, to ascertain the faulty fuse.
d) Once faulty fuse is identified, leave that switch in the ‘down’ position and notify the office on the next working day. The faulty appliance will need to be repaired or replaced to verify the power problem.
e) Report fault to the office on next working day
WHAT TO DO IF YOU LOCK YOURSELF OUT OF YOUR HOME OUT OF HOURS
· Try to contact a relative or friend with another set of keys
· If it is during office hours, you may contact the office and staff can give you access to your property at no charge. Please note that Ducane staff will NOT attend lock outs out of hours
· If no one available, you will need to call a locksmith. We recommend you call Acton Locksmiths on 07831 294800 or 020 8743 3405
· The locksmith will charge a minimum call out fee of £120.00, which you are responsible for paying
DO NOT LOCK YOURSELF OUT AS IT CAN BE VERY EXPENSIVE!
DID YOU KNOW YOU CAN CLAIM FOR REPLACEMENT LOCKS AND KEYS ON YOUR HOME CONTENTS INSURANCE?
Ducane Housing has negotiated a favorable rate (less than £10 per month) with the National Housing Federation. Please see separate Insurance information leaflet for details.
WHAT TO DO IF YOU SMELL BURNING……
· Switch off all electricity by locating the main fuse box in your flat
· Try to ascertain the source of the smell of burning
· If unable to locate source of burning and you suspect a fire, call the Fire Brigade on 999
· If no fire apparent, report incident to the office on next working day
WHAT TO DO IF YOUR HOT WATER OR HEATING BOILER FAILS IN YOUR HOME OUT OF HOURS
The most common cause of boiler failure is when the power trips out. Please refer to your instructions on how to reset your trip switch, to resolve this problem.
If your boiler still fails to operate, you should turn it off completely and report to the office on the next available working day
Ducane Staff will NOT be available out of hours to deal with any boiler or hot water/heating problems
It may be advisable to keep a small fan heater in your flat in the case of such incidents
WHAT ACTION IS REQUIRED TO TREAT OR PREVENT MICE INFESTATION IN YOUR FLAT
· Please note tenants are responsible for treating mice problems in their flats. Ducane Housing is responsible for treating mice problems in the communal areas ONLY.
· Never leave food out on work tops or surfaces, tables or floors
· Always keep food in plastic containers, especially things like rice, paste, sugar, cereal, etc
· Keep cupboards clean and free of crumbs, etc
· Keep floors cleaned and swept daily
· If mice are found in your home, you can purchase propriety products in supermarkets or DIY stores nearby
· If mice are found in the communal areas around your home, report this to the office immediately
· Any visible entry points in the home i.e. holes around pipes shown should be blocked or filled in.
SECURITY NOTICE
During your tenancy various Service Engineers, such as, EDF Energy, may ask for access to your unit. This should not be allowed unless:-
§ You have been informed by DHA in advance, giving a date and time
§ The Service Engineer has informed you in writing
The Association goes to great lengths to ensure that Tenant’s safety and confidentiality is effectively controlled; without your co-operation this cannot happen. Service engineers should not be allowed admission to your unit, please direct them to the office and do not be intimidated by them.
This does not apply to Ducane Housing Association Staff
If in doubt, please check with the office.