Guide to Emergency Repairs
1.0 Emergency repairs
Emergency repairs are defined as those repairs which require prompt attention to prevent risk of injury and to deal with unsafe, unhealthy or unsecure situations.
Emergency repairs are intended to make safe and to either restore or provide temporary alternatives until permanent repairs can be completed.
The Association's criteria for attending to emergencies includes the following :-
2.1 Heating
Total loss of heating will only be attended to between the 6 month period 1st October to 31st March.
In any other period attendance may be made where there are either children under the age of five, elderly (retired), disabled or sick persons in the household. Partial loss of heating, for example, a radiator, heater or fire will not be considered an emergency at any time where alternative heating is working within other parts of the house.
2.2 Gas Leaks
Tenants will be asked to contact Transco (British Gas) immediately who will attend to isolate the meter and make safe. If this results in loss of heating it will be attended as above. Attendance will not normally be made where the result is a gas cooker not working or a gas fire not working where alternative heating is available.
2.3 Plumbing Leaks
Attendance will be made where person or property is at risk due to major water leak from any of the plumbing installation including the heating system.
Where a leak is minor and can be contained no attendance will be made unless the leak is causing damage especially, for example, if penetrating into an electrical fitting. Tenants will be advised to isolate the leak by turning off at the stopcock or gate valve.
2.4 Total Loss Of Water Supply
This will be attended to but only after asking the tenant to check with the local Water Supply Authority to ensure that loss is not due to a mains burst or shut-off. Partial loss of water from one tap or fitting will not be considered an emergency.
2.5 Hot Water
Loss of hot water will not normally be considered an emergency. Exceptions to this will include, for example, where there is a new born baby in the house or where a sick person requires continuous hot water for any medical situation. Written guidance may be asked for to clarify condition.
2.6 Electrical Power Supply
In most cases total loss of power is caused by either a fault in the supply authorities mains or by faulty portable appliances such as irons, kettles, vacuum cleaners, etc. tripping safety circuit breakers at the consumer unit.
Tenants may be asked to check both probable causes (where they are able) before an emergency attendance is made. Partial loss of power to sockets will not be considered an emergency except where there is a hazard to health or where a continuous supply to medical equipment is compromised, for example, a dialysis machine. Faults in ceiling light fittings will not normally be considered as emergencies where tenants have alternative portable lamps from socket outlets. An exception will be where the faulty light or circuit is within an internal toilet or bathroom.
The Association will be responsible for defects in the consumer unit or fuse board but not for any meters or other control equipment provided by the Supply Authority.
2.7 Roof Leaks
These will be attended where the leak is causing major damage or when penetrating an electrical fitting. However, the Association will discourage sending tradesmen onto roofs or into lofts when wet or dark. Any attendance will be primarily to make safe.
2.8 Damage To Roofs
Damage to roofs, for example, storm damage will be attended where the damage is likely to worsen or when it results in a roof leak as described above or where there is a hazard such as slates or tiles liable to fall and cause injury or damage below.
2.9 Downpipes And Gutters
Emergency attendance will be made only if damage is causing water to enter the building or a loose part is dangerous.
2.10 Overflow Warning Pipes
Running overflows will not normally be considered as emergencies except where the defective fittings is causing water to enter the building.
2.11 Blockages
Where tenants have the use of only one w.c. emergency attendance will be made to clear blockages. Blockages to other appliances such as baths, showers, wash hand basins and sinks will not be attended to where they can be cleared the following working day otherwise they will be attended to as emergencies, for example, at weekends. Blockages to drainage systems within the Association's property will be attended as an emergency. Blockages to main sewers will be the responsibility of the local authority.
Note : Where any blockage is found to be due to tenants negligence or abuse, for example, unnecessary flushing of nappies, disposal of food waste, the Association may charge the tenant for the cost of clearing the blockage.
2.12 Broken Glazing
If damaged glass is dangerous an attendance will be made to board up or repair. If the window is on the ground floor or in any other location likely to make the property vulnerable to criminals an attendance will be made. Tenants will be requested to obtain a crime number from Police unless the damage was caused by themselves in which case the Association may charge the tenant for costs incurred.
2.13 Insecure Property
This will be considered an emergency in several instances, for example, if a door is damaged as a result of forced entry and cannot be securely locked or if a ground floor window is jammed open or if a security lock will not operate and there is no other suitable locking device. A crime number will always be requested otherwise the Association may charge the tenant for any costs incurred.
2.14 Window Safety Catches
Emergency attendance will be made to any defective safety catch or window restrictor on any windows above first floor where there are children in the household. Where a repair cannot be made the Association may permanently secure the window closed until a repair can be completed.
2.15 Lock Outs
Lock outs due to tenant neglect, for example, losing keys or locking keys in property will be attended as an emergency but only under the following circumstances. If during normal working hours only where the Association is satisfied that the person requesting assistance is the bona fide tenant of the property. If during out of hours only with Police in attendance. Tenants will normally be charged for any attendance made.
2.16 Dangerous Walls And Fences
Emergency attendance will be made to make safe any dangerous conditions resulting from, for example, storm damage or impact damage.
2.17 Manhole Covers
Defective or missing manhole covers within Association property will be attended where there is risk of injury. Attendance will be to either repair, temporarily cover or provide temporary barriers to make safe.
2.18 Community Alarm Systems
Attendance will be made to certain reported faults and breakdowns in community alarm systems at :-
- Shiskine Sheltered Housing Complex (BCAS system)
- Fingal Street (Fire Alarm)
- Shakespeare Street (Fire Alarm)
Attendance will normally be limited to repairing total failure of system or continuous alarm situations which cannot be cancelled. False alarms will not normally be attended where the false alarm can be confirmed and cancelled.