Brentwood Borough Council Housing - Council Tenants and Leaseholders - Repairs and Mai...

Brentwood Borough Council Housing - Council Tenants and Leaseholders - Repairs and Mai...

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Brentwood Borough Council

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Repairs and Maintenance

Axis LogoImportant Update: Covid-19 and Gas Safety Checks

If you are due your annual gas safety check at this time, please see guidance below in relation to this.

  • BBC has a legal duty to ensure the safety of all gas appliances every 12 months. We employ Axis Europe plc as our Gas Safe contractor to carry out this function.  
  • For the safety of all, BBC and Axis respects the importance of self-isolation for those residents who are vulnerable or exhibiting symptoms of Covid 19 infection.
  • Where someone is self-isolating because they have or suspect they have Covid 19, Axis will rearrange safety checks once self-isolation in the household has ended.
  • During the period of lockdown and/or self-isolation, BBC and its contractors will communicate with residents for access to advise them of our responsibility to safety check their appliances, as well as our rights to enforce access as long as it is safe for engineers to access the home.
  • BBC and its engineers will respond to emergencies such as no heating/hot water but may have to put in place additional safety measures to protect staff.
  • In all cases (safety checks or emergency works) it is important that residents keep to the Social Distancing guidance of a minimum of 2 metres from the engineer and avoid being in the same room while work is being carried out.
  • Remember ALL BBC and Axis employees should have an ID card. Do not let anyone in your home unless you are happy that they are who they say they are, and on legitimate business. If in doubt, ask the engineer to wait outside your closed front door while you check. Phone BBC on 01277 312500 and follow the relevant options:
  • Select Council Services by pressing 2 on your phone keypad
  • Select Housing by pressing 2 on your phone keypad
  • Select Repairs by pressing 1 on your phone keypad, you will be put through to our Axis colleagues who will be able to establish that the person at your door is a bona fide employee of Axis on official BBC business.

Important Notice: (Tuesday 24th March 2020) Due to guidance received from Government regarding coronavirus only emergency repairs are now being undertaken. If you have a minor repair please see our top tips below for resolving minor queries.

Axis Europe are responsible for conducting all Council property repairs and maintenance.

To report a repair, please call 01277 312500. You will need to select the following options:

- Option 2 for a Council Service

- Option 2 for Housing

- Option 1 for Repairs

This will put you through directly to Axis to report your repair.

Alternatively, you can email brentwoodrepairs@axiseurope.com

Out of hours emergencies

For any out of hours emergency repairs, please call 01277 312500 and select option 2. This will put you through to Axis. It is very costly to send out a trade operative out of hours. It is, therefore, important that you only request a call out for genuine emergencies.

The Council defines a ‘genuine emergency’ as danger to life or where there is a serious risk of considerable damage to the property.

  • Total loss of electricity
  • Burst water pipes
  • Loss of water supply/hot water
  • Total failure of central heating
  • Restore flush to WC where a tenant is unable to flush with a bucket
  • Roof leaks
  • Make safe dangerous roof slates/chimneys
  • Board up or re-glaze windows for safety or security
  • Blocked sewers

Call outs for repairs which are not considered emergencies will be recharged at the full cost.

Gas leaks

Gas leaks or suspicion of fumes from a gas appliance should be reported directly to Transco on 0800 111 999 immediately.

Satisfaction surveys

No matter how good we think the contract is, it will only work well with your help.  You will be receiving the service, so it’s important that we get your views on how well the contractors are doing.  

We will be ringing residents who had a job completed by Axis on a monthly basis, to ask you how it went.  On the rare occasions that things have not gone well, we want to put things right quickly.  It would be great if you could take a few minutes when we ring, to tell us how it went.

Top Tips - Minor Repairs Resolution and General Advice

Please refrain from flushing the following items down your WC:

  • Wet wipes
  • Nappies
  • Toilet duck disposable cleaning heads
  • Kitchen roll
  • Dental floss

** Did you know that you can unblock a toilet with mop. Simply insert into the bottom of the wc in a circular action and then plunge gently a number of times.

To help elevate blockages to kitchen sinks, please refrain from disposing of the following items:

  • Fat and grease, please dispose of this via refuge collection
  • Rice
  • Food waste

Windows

  • Where possible alternate the windows you open and close. This will help elevate ware and tear to the locking mechanisms
  • Please ensure that trickle vents at the top of the window are in the open position to allow for air replacement

Leaks

  • Please ensure that if you have a shower attachment off your bath, that you only use it to shower if there is a screen or curtain in place. As well as a fully tiled wall area from bath to ceiling
  • Should you develop a sealant leak around the bath, using a plastic bag or bin liner please tape to the wall so that the potential leak point is stopped
  • Please be vigilant when removing items from under the kitchen sink, to ensure no leaks have occurred
  • Most taps, baths, sinks and WC’s all have isolation valves inline. These are either a stopcock/gate valve or a ball o fix valve. To close a stop cock/ gate valve simply turn clockwise until resistance is felt and the water has stopped. In the case of a ball o fix valve you will need a small flat head screw driver. Simply insert into the valve and quarter turn to close so it is in the horizontal position

Electrics

  • Loss of power supply, first ensure you meter has credit
  • Loss of light, check the bulb hasn’t blown
  • Ensure that the MCB’s (small switches on fuse board) are all in the up position. If the power trips again then plug out all appliances reset the MCB. When plugging appliances back in do this one at a time, likely hood is that the washing machine of kettle may have tripped the MCB
  • Never overload plug points
  • Never daisy chain extension leads e.g. do not plug an extension lead into an extension lead
  • If you have a water penetration issue from the property above, you can isolate lighting and power circuits separately by moving the MCB’s to the off position. The circuits will be identified on the fuse board

Doors

  • If door handles are sticking give them a spray of WD40 into the working parts
  • If a door handle comes off, you can open the door by inserting a large screwdriver into the mechanism and quarter turn to open

 

 

Breadcrumb, my location

Repairs and Maintenance

Important Update: Covid-19 and Gas Safety Checks

If you are due your annual gas safety check at this time, please see guidance below in relation to this.

  • BBC has a legal duty to ensure the safety of all gas appliances every 12 months. We employ Axis Europe plc as our Gas Safe contractor to carry out this function.  
  • For the safety of all, BBC and Axis respects the importance of self-isolation for those residents who are vulnerable or exhibiting symptoms of Covid 19 infection.
  • Where someone is self-isolating because they have or suspect they have Covid 19, Axis will rearrange safety checks once self-isolation in the household has ended.
  • During the period of lockdown and/or self-isolation, BBC and its contractors will communicate with residents for access to advise them of our responsibility to safety check their appliances, as well as our rights to enforce access as long as it is safe for engineers to access the home.
  • BBC and its engineers will respond to emergencies such as no heating/hot water but may have to put in place additional safety measures to protect staff.
  • In all cases (safety checks or emergency works) it is important that residents keep to the Social Distancing guidance of a minimum of 2 metres from the engineer and avoid being in the same room while work is being carried out.
  • Remember ALL BBC and Axis employees should have an ID card. Do not let anyone in your home unless you are happy that they are who they say they are, and on legitimate business. If in doubt, ask the engineer to wait outside your closed front door while you check. Phone BBC on 01277 312500 and follow the relevant options:
  • Select Council Services by pressing 2 on your phone keypad
  • Select Housing by pressing 2 on your phone keypad
  • Select Repairs by pressing 1 on your phone keypad, you will be put through to our Axis colleagues who will be able to establish that the person at your door is a bona fide employee of Axis on official BBC business.

Important Notice: (Tuesday 24th March 2020) Due to guidance received from Government regarding coronavirus only emergency repairs are now being undertaken. If you have a minor repair please see our top tips below for resolving minor queries.

Axis Europe are responsible for conducting all Council property repairs and maintenance.

To report a repair, please call 01277 312500. You will need to select the following options:

- Option 2 for a Council Service

- Option 2 for Housing

- Option 1 for Repairs

This will put you through directly to Axis to report your repair.

Alternatively, you can email brentwoodrepairs@axiseurope.com

Out of hours emergencies

For any out of hours emergency repairs, please call 01277 312500 and select option 2. This will put you through to Axis. It is very costly to send out a trade operative out of hours. It is, therefore, important that you only request a call out for genuine emergencies.

The Council defines a ‘genuine emergency’ as danger to life or where there is a serious risk of considerable damage to the property.

  • Total loss of electricity
  • Burst water pipes
  • Loss of water supply/hot water
  • Total failure of central heating
  • Restore flush to WC where a tenant is unable to flush with a bucket
  • Roof leaks
  • Make safe dangerous roof slates/chimneys
  • Board up or re-glaze windows for safety or security
  • Blocked sewers

Call outs for repairs which are not considered emergencies will be recharged at the full cost.

Gas leaks

Gas leaks or suspicion of fumes from a gas appliance should be reported directly to Transco on 0800 111 999 immediately.

Satisfaction surveys

No matter how good we think the contract is, it will only work well with your help.  You will be receiving the service, so it’s important that we get your views on how well the contractors are doing.  

We will be ringing residents who had a job completed by Axis on a monthly basis, to ask you how it went.  On the rare occasions that things have not gone well, we want to put things right quickly.  It would be great if you could take a few minutes when we ring, to tell us how it went.

Top Tips - Minor Repairs Resolution and General Advice

Please refrain from flushing the following items down your WC:

  • Wet wipes
  • Nappies
  • Toilet duck disposable cleaning heads
  • Kitchen roll
  • Dental floss

** Did you know that you can unblock a toilet with mop. Simply insert into the bottom of the wc in a circular action and then plunge gently a number of times.

To help elevate blockages to kitchen sinks, please refrain from disposing of the following items:

  • Fat and grease, please dispose of this via refuge collection
  • Rice
  • Food waste

Windows

  • Where possible alternate the windows you open and close. This will help elevate ware and tear to the locking mechanisms
  • Please ensure that trickle vents at the top of the window are in the open position to allow for air replacement

Leaks

  • Please ensure that if you have a shower attachment off your bath, that you only use it to shower if there is a screen or curtain in place. As well as a fully tiled wall area from bath to ceiling
  • Should you develop a sealant leak around the bath, using a plastic bag or bin liner please tape to the wall so that the potential leak point is stopped
  • Please be vigilant when removing items from under the kitchen sink, to ensure no leaks have occurred
  • Most taps, baths, sinks and WC’s all have isolation valves inline. These are either a stopcock/gate valve or a ball o fix valve. To close a stop cock/ gate valve simply turn clockwise until resistance is felt and the water has stopped. In the case of a ball o fix valve you will need a small flat head screw driver. Simply insert into the valve and quarter turn to close so it is in the horizontal position

Electrics

  • Loss of power supply, first ensure you meter has credit
  • Loss of light, check the bulb hasn’t blown
  • Ensure that the MCB’s (small switches on fuse board) are all in the up position. If the power trips again then plug out all appliances reset the MCB. When plugging appliances back in do this one at a time, likely hood is that the washing machine of kettle may have tripped the MCB
  • Never overload plug points
  • Never daisy chain extension leads e.g. do not plug an extension lead into an extension lead
  • If you have a water penetration issue from the property above, you can isolate lighting and power circuits separately by moving the MCB’s to the off position. The circuits will be identified on the fuse board

Doors

  • If door handles are sticking give them a spray of WD40 into the working parts
  • If a door handle comes off, you can open the door by inserting a large screwdriver into the mechanism and quarter turn to open