Swan/Axis Repairs Standards

Swan/Axis Repairs Standards
Activity
Bathroom
Comment
Repair or renew bath
Repair electric over bath shower
Repair shower tray
Repair or replace shower screen or door
Renew shower curtain and/or rail
Renew flexible shower hoses and head (excludes fixed
shower heads)
Repair or renew wash hand basin
Repair or renew WC pan & cistern
Repair or replace tap to basin or bath
Us
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Clear blocked WC
Clear blocked WC (where tenant has tried to clear and
problem remains)
Renew plug & chain to basin or bath
Renew bath panel and frame support
Replace defective wall tiles
Burst pipe where you cannot stop the leak by turning off
the stop cock
Minor leak to hot and cold water pipe including running
overflow
Repair vinyl floor covering
Repair or replace bathroom cabinets or shaver lights
Repair
category
Time scales
(working
days)
QHS
Standards
Routine
20
21
Routine
20
21
Urgent
5
5
Routine
20
21
Routine
20
20
21
21
Routine
20
21
20
21
4 Hours
4 Hours
Routine
20
21
Routine
20
21
Immediate
4 Hours
4 Hours
Urgent
5
Routine
20
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Urgent
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Urgent
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Routine

Rewasher tap to bath or basin
Renew mastic sealant to basin, bath or shower
Renew toilet seat (including tightening and adjusting) and
toilet roll holder
Clear blockage to basin, bath or shower
You
Us Internally
Managed
Supported
Housing
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Routine
Routine
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Urgent
Urgent
Urgent
Immediate
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Routine
21
Routine
1
Swan/Axis Repairs Standards
Activity
Kitchen
Comment
Repair kitchen unit, door, drawer front and worktops
Repair or renew sink
Repair or replace tap to sink
Us
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Repair vinyl floor covering
Repair cooker, hob or extractor unit (only where fitted by
Swan)
Repair or replace pelmet lights to kitchen cabinets
Time scales
(working
days)
QHS
Standards
Routine
20
21
Routine
20
20
21
21
20
21
Routine
20
21
Immediate
4 Hours
4 Hours
Routine
Routine


Renew plug & chain to sink
Replace defective tiled splashback
Burst pipe where you cannot stop the leak by turning off
the stop cock
Minor leak to hot and cold water pipes


Clear blockage to sink
Repair
category
Routine

Rewasher tap to sink
Renew mastic sealant to sink or worktop
You
Us Internally
Managed
Supported
Housing


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
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
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Urgent
Routine
Urgent
5
5
Routine
20
21
Urgent
5
5
Routine
2
Swan/Axis Repairs Standards
Activity
Electrics
Comment
Us
Partial loss of power or lighting to property
Defective electrical fittings (only those fitted by Swan) or
minor electrical faults i.e. socket, light switch etc.
Electrical test after a leak
Repair or replace immersion heater (where supplementary
source to gas heating)
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Repair electric night storage heating or convection heater
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Total loss of power supply to property

Repair TV aerial (non communal)
Repair or renew mains wired smoke alarm or CO alarm
Repair
category
Time scales
(working
days)
QHS
Standards
Immediate
4 Hours
4 Hours
Emergency
1
1
Urgent
5
5
Emergency
1
1
Routine
20
21
Emergency
1
1
1
1
20
21
Urgent

Emergency

Repair or renew battery operated smoke alarm or CO alarm
Heating
You
Us Internally
Managed
Supported
Housing

Urgent
Repair or replace extractor fan (any location)
Replace light bulbs, flourescent tubes, starters, appliance
fuses or battery operated door bells
Moving electric or gas meter

Total loss of heating and/or hot water

Emergency
1
1
Loss of heating or any repair to a single heat source (i.e.
individual radiator, night storage heater or convector)

Urgent
5
5
4 Hours
4 Hours
5
5
Bleeding radiators and resetting heating time clocks and
programmers
Gas leak (follow up to Transco attending)
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
Urgent
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Routine
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
Urgent
Immediate

Sweeping chimneys (if used by resident as an open fire)
Renew gas bayonet and cap
Routine

Urgent
Urgent
3
Swan/Axis Repairs Standards
Activity
Windows
Comment
Board up window
Make safe window
Repairing any damage caused by the police forcing entry to
the premises for any reason
Repair (including ease and adjust) or renew window, frame,
catches, hinges or locks
Draughtproofing (if fitted with original window)
Draughtproofing (if not fitted with original window)
Reglaze window following board-up (except where crime
reference number is provided)
Replace misted double glazed unit
Repair or renew window vent
Us
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Oiling hinges
Repair or renew skylight or velux light window
You
Us Internally
Managed
Supported
Housing


Repair
category
Time scales
(working
days)
QHS
Standards
Immediate
4 Hours
4 Hours
Emergency
1
1
Routine
20
21
Routine
20
21
Routine
20
21
Routine
20
21
20
21
Emergency
Routine
Routine
Routine
4
Swan/Axis Repairs Standards
Activity
Doors
Comment
Board up front or back door
Make safe front or back door
Repairing any damage caused by the police forcing entry to
the premises for any reason
Replace defective lock to front or back door
Replace lock to front or back door (as a result of lost or
stolen keys)
Replacing lost keys
Repair (including ease and adjust) or renew front, back or
internal door, frame, catches, hinges or locks
Repair or renew internal door handles
Draughtproofing (if fitted with original door)
Us
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Repair
category
Time scales
(working
days)
QHS
Standards
Immediate
4 Hours
4 Hours
Emergency
1
1
1
1
20
21
20
21
20
21
4 Hours
4 Hours
Routine
5
20
5
21
Routine
20
21
Routine
20
21
Urgent
5
5
Emergency
Emergency

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
Routine



Routine
Routine
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Reglaze window (following board-up)
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Routine
Routine
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
Routine
Shaving off the bottom of a door to fit over carpets
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Additional security, such as locks, chains and spy hole
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Urgent
Oiling hinges
Plumbing
repairs &
leaks
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
Draughtproofing (if not fitted with original door)
Replace misted double glazed unit
You
Us Internally
Managed
Supported
Housing
Burst pipe where you cannot stop the leak by turning off
the stop cock
Minor leak to hot and cold water pipe including running
overflow
Overhaul stopcocks and gate valves
Trace and remedy air locks and water hammer
Repair or renew water storage tank
Aquavac following leak
Routine
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Immediate
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Urgent
5
Swan/Axis Repairs Standards
Activity
Drainage
and
Guttering
Comment
Repair
category
Time scales
(working
days)
QHS
Standards

Emergency
1
1
Clear blocked drain or manhole
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





Emergency
1
1
Urgent
5
5
Routine
20
21
Immediate
4 Hours
Urgent
4 Hours
5
Urgent
5
5
Urgent
Urgent
5
5
5
5
Routine
20
21
Routine
20
21

Routine
20
21
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Routine
20
21
20
20
21
21
Replace manhole cover in garden (following make safe)
Clear any back-surging drain
Clear blocked guttering or downpipe
Repair or replace defective guttering or downpipe
Repair or replace gulley surround or gulley grid
Repair roof leak causing serious water penetration
Repair roof leak causing minor water penetration
Stairs &
Woodwork
You
Clear blocked soil vent pipe
Clear blocked gulley
Roofing
Us
Us Internally
Managed
Supported
Housing
Repair or replace fascias, soffits and bargeboards
Repair defective chimney (including pointing, renewing
chimney pots, flashings and soakers)
Repairs to timber stairs, newel posts, balustrades,
balusters, hand rails and strings
Repair or replace curtain rails, curtain battens and curtain
hooks
Repair or replace skirtings, architraves, picture rails and
dado rails
Repair or replacement of timber floorboards
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5
Routine

Routine

Routine
6
Swan/Axis Repairs Standards
Activity
Gardens
Comment
Repair or repoint brickwork
Repair or relay uneven rear path and patio
Repair or relay uneven front path or driveway (where
installed by Swan)
Repair or replace front gate (where we provide them)
Gates (where we provide them) boundary walls and fences
where they are next to land we own (excludes
neighbouring Swan residential properties) or where they
are next to footpaths, rights of way, garage access ways or
unadopted highways
Repairs to any form of timber decking, trellis work,
pergolas or other garden features, structures, ornaments
or the like
Garages, sheds, bin stores and outbuildings (where we
provide them) though we may remove them if they become
unsafe
Repair or replace any form of clothes line including
tidydrys and rotary clothes driers
Maintenance and upkeep of gardens, including grass
cutting, pruning and weeding of borders, shrubs, hedges,
ivy and trees
Removal of rubbish and debris
Repairs to garage doors and door locks
Repair or replacement of dustbins, waterbutts and other
receptacle
Decorations
Us
You
Us Internally
Managed
Supported
Housing

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Repair
category
Time scales
(working
days)
QHS
Standards
Routine
20
21
Routine

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Routine
20
21
Routine
20
21

Routine
20
21
Routine
20
21
20
21
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Routine
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Routine
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Routine
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Routine
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Internal decorations to all parts of the property

Making good decorations following a repair (except where
caused by subsidence or structual defect)
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Routine
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Routine
7
Swan/Axis Repairs Standards
Activity
Comment
Us
White Goods
Repair or replacement of any item of furniture or domestic
& Furniture
electrical appliance (except where provided by Swan)
Repair or replacement of any domestic electrical item
provided by Swan
Repair electrical appliances fitted as part of any adaptation
works (includes items such as chair and stair lifts, baths
and hoists)
Repairs to stair lifts and through floor lifts
Flooring
Plastering
Repair or replacing plaster coving
Report of damaged asbestos requiring test
Removal of asbestos
Pest Control Infestation of ants, wasps, bees, fleas, mice, maggots, rats,
cockroaches, birds nests and squirrels, or any other form
of pest infestation
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
Routine
Time scales
(working
days)
QHS
Standards
Urgent
5
5

Urgent
5
5

Emergency
1
1
20
21
Routine
20
21
Routine
20
21
Routine
20
21
Routine
20
21
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Routine
Routine
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Removal of polystyrene ceiling tiles and coving
Asbestos
Repair
category

Repair or replace carpets, laminated wood flooring or any
other floor finish (excludes kitchen and bathroom)
Vinyl flooring repair to kitchen or bathroom
Minor cracks to plastered walls and ceilings (excludes
structural cracks)
Repairs to artex
You
Us Internally
Managed
Supported
Housing
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Routine
Routine
Urgent
8
Swan/Axis Repairs Standards
Activity
Communal
Repairs
Comment
Us
You
Us Internally
Managed
Supported
Housing
Repair
category
Time scales
(working
days)
QHS
Standards
Immediate
4 Hours
4 Hours
Immediate
4 Hours
4 Hours
Immediate
4 Hours
4 Hours
Non-operation of lift including lift lighting
Loss of water supply (except where the result of
interruption by the utilities)
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Repairs to communal floor coverings (causing trip hazard)

Emergency
1
1
Repairs to communal floor coverings (non-hazardous)

Routine
20
21
Repairs to Fire safety equipment system and installation

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Emergency
Emergency
1
1
1
1
Emergency
1
1
Immediate
4 Hours
4 Hours
Urgent
5
5

Urgent
Routine
20
21

Routine
20
21

Routine
20
21



Routine
20
21
Routine
20
Urgent
5
21
5

Routine
20
21
Burst pipe causing serious flood/water leak
Gas leak (follow up to Transco attending)
Sewage overflowing
Clear blocked drain or gulley
Total electrical supply failure
Total loss of lighting
Repair or replacement of any electrical fitting
Attend to person trapped in lift
Repairs to TV aerial systems
Repair or replacment of laundry equipment
Door entry (preventing access)
Door entry (access available, but system inoperable)
Door entry - fob replacement Unless system fault)
Repairs to CCTV system
Repair or replacement of boundaries, paths, fences or
gates
Repair or replacement of communal washing line/ drying
facilities
Repairs to bin stores and bin chutes
Minor roof repairs (limited water penetration)
Major roof repairs (excessive water penetration)
Repair (including ease and adjust) or renew window, frame,
catches, hinges or locks


Emergency
1
1
Immediate
4 Hours
4 Hours
Immediate
4 Hours
4 Hours
Urgent
5
5
Immediate
4 Hours
4 Hours
Emergency
1
1
Emergency
1
1
9
Swan/Axis Repairs Standards
Activity
Comment
Us
You
Us Internally
Managed
Supported
Housing
Repair
category
Time scales
(working
days)
QHS
Standards
Communal
Repairs
Reglaze any window or door

Urgent
5
5
(continued)
Any non-essential repairs not listed above

Routine
20
21
10