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What is an emergency repair?

We classify emergency repairs into two categories:

  1. Immediate danger (we will attend within 4 hours)

Note: Repairs in this category includes repairs such as: fire, serious floods, structural damage, CO alerts, gas leaks, unsafe electrical fittings, unsafe gas fittings.

This category is for repairs where there is an immediate danger to the health and safety of the occupant or risk of serious damage to the property if swift remedial action is not taken. Whilst every effort will be made to undertake a full repair when responding to any repair request, this may not always be possible for an immediately dangerous situation and the remedial action taken may be to turn off the water, gas or electric to make a property safe (dependent on circumstance) and a further repair visit for follow on work may be required. These types of repairs can only be reported via telephone.

  1. Emergency repair (we will attend within 24 hours)

Note: Repairs in this category includes repairs such as: total loss of power, communal lighting not working, insecure properties, no hot water, no heating, blocked toilet or drains, fire alarm failure.

An emergency repair may be required when a more urgent response is necessary but there is no immediate danger to the occupant or property, generally these types of repairs will cause a higher level of inconvenience for the customer compared to a routine repair and can only be reported via telephone.

It is important that if you consider your repair to be an emergency please don’t hesitate and call us on our 24/7 emergency line on 01782 635200.

What am I responsible for repairing and maintaining in my home?

  • Keeping the inside of your home clean and in good condition
  • Keeping gardens and communal areas clean and tidy. This includes maintaining grass, plants and tree branches within the property boundaries so as not to cause a nuisance to other customers
  • Undertaking minor repairs
  • Avoiding doing anything which may result in blockages to pipes and drains (e.g. disposing of fat, oil, sanitary products, nappies etc. down toilets or in sinks)
  • Using fixtures and fittings for the purpose for which they were intended (e.g. not using worktops as chopping boards etc)
  • Replacing/repairing toilet seats if broken or damaged
  • Replacing or repairing door bells if damaged or broken (unless a door entry system)
  • Replacing or repairing shower heads
  • Replacing light bulbs (unless in communal areas)
  • Taking responsibility for internal and external pest control, including vermin removal (rats or mice in the dwelling), wasp/bees nests and de-infestation.
  • Making lifestyle changes necessary to resolve instances of condensation such as not drying washing indoors or leaving extractor fans switched off. Where condensation is the likely cause of any reported dampness, Aspire will advise tenants of the action they need to take to deal with the problem and prevent further incidences

What is a non-emergency repair?

We classify non-emergency repairs into two categories:

  1. Routine repair (within 28 calendar days)

Note: Repairs in this category includes repairs such as: containable water leaks, toilet not flushing, dripping taps, shower not working, internal doors and woodwork, patch plastering.

A routine repair is non-urgent work carried out to maintain our customer’s homes or a component in it, until the next cycle of planned programme. Most repairs will fall into this category considering they do not carry a risk of danger to the occupant or serious damage to the property and can be reported via the self-service website, live chat, telephone, email, and letter or through Aspire colleague’s customer’s homes.

  1. Major repair (within 90 calendar days)

Note: Repairs in this category includes repairs such as: path/driveway replacement, groundworks, major roof repairs, external brick wall repair or replacement, large plastering works, guttering works.

This category is for our large repair works and is generally considered to be any repair which will take longer than one day to complete and/or may form part of a planned programme of works. These repairs will require a pre inspection to ascertain materials, labour hours and any specialist equipment such as machinery or scaffolding requirements.

Can I have new window keys?

Please login to My account and report this as a repair. If you are already logged in click here to report a repair.

How do I request an alteration or improvement to my property?

You can request an alteration or improvement to your property by logging in filling in the form below. Once requested, a member of our asset team will be in touch: https://myaccount.aspirehousing.co.uk/aspire/www/dashboard 

Can you make adaptations to my home?

Yes, so long as you have been in your Aspire Housing property for 12 months or more. Login and fill in the form below and a member of our adaptations team will be in touch:

  1. Click 'request forms' once logged into our portal
  2. Then go to 'alterations and improvements'
  3. Complete the form and submit

 

If your request is for a children's adaptation, you need to make contact with a Children's OT first.  You can do this by contacting the First Response Team on 0800 1313126 or email them at childrensotenquiries@staffordshire.gov.uk

You can find more information on adaptation services provided by Staffordshire County Council on their website

Do you offer a pest control service?

Your Local Authority offers a pest control service. If you live in Newcastle under Lyme, you can find information here.  

If you are a Leaseholder and have concerns about pests in an area of your home that we maintain, or if you live in one of our Community Living Schemes and have pest concerns about a communal area, please contact us.

 

What is involved in a gas service?

During a gas service we will:

• Inspect your boiler controls and ensure they’re working properly
• Check your boiler for corrosion and leaks
• Take off your boiler’s casing to inspect the main components
• Check the gas pressure
• Test the flue to ensure no unsafe fumes are being emitted
• Clean all parts, as required
• Pop the casing back on and check the seals
• Leave you with a checklist and report on your boiler’s safety

What repairs and maintenance are Aspire responsible for in my home?

Structure of building and exterior of property;

  • Foundations, Roof, Outside walls
  • External decoration, External doors, frames, jambs, thresholds, fasteners / locks (except where lock replacement is required as a result of the customer locking themselves out), necessary painting
  • External windows, including sills, frames, catches, window fasteners / locks, sash cords, glazing putties, failed double glazing units, necessary painting (smashed glass will only be replaced if it is as a result of a crime and there is a crime reference number)
  • Internal walls, Skirting boards, Ceilings and plasterwork (excluding minor cracks, painting and decorating)
  • Internal doors, frames, jambs, fasteners (excluding painting), Post boxes (in blocks of flats only), Floors (but not floor coverings)

Gas, water and electricity

We are responsible for repairing all leaks and for the installation, maintenance and repairs of utilities including, the supply of water, gas and electricity. This includes:

  • Basins, Sinks, Baths, Toilets
  • Showers (including riser rails and shower curtain rails), Flushing systems and waste pipes, Taps and washers
  • Electrical wiring, Gas and water pipes, Stop taps, Water and space heaters

Fireplaces, Fitted fires, Sockets, Light fittings including sealed units and fluorescent tubes (excluding bulbs)

Can I get Sky / Virgin / Cable TV installed in my home?

You need to ask for permission for this. You can submit an application here through My Account.

Can I get a water meter fitted and do I need to request permission?

Yes, you can request to have a water meter fitted, simply login and fill in the form below and a member of our asset team will be in touch.

Please note, while you are not permitted to make improvements or alterations within the first 12 months of your tenancy, we will consider a request for a water meter:

What is a Home Condition survey and why do I need to have one?

Each year we carry out a Home Condition survey on a number of our properties. The survey looks at the lifespan of several components within our homes including the kitchen, bathroom, central heating and roofing. The information gathered then shapes our future improvement programmes.

Who do I speak to about a problem with my television (TV) aerial?

If you have a problem with a communal aerial please login to My account to report a repair. If it is a non-communal aerial then it is your responsibility to repair.

Can you bleed my radiator?

Bleeding a radiator is a common DIY job that can be carried out by yourself. Our handy guide and video takes you though the quick step process.

What do you need? 

  • a radiator bleed key or screwdriver
  • a tray (to collect small amounts of liquid)
  • a large towel 

Step-by-step guide to bleed your heating system 

  1. Set all radiator units wide open (maximum temperature setting) and make sure the boiler fires up so the water gets to circulate inside the ducts and the radiators. Leave your radiators to run at this maximum setting for at least 15 minutes.
  2. Now switch off your central heating system. This will stop any air or water from being pumped around the system. Then wait for at least 10 minutes to let everything cool down.
  3. Proceed to the radiator that is closest to the heating boiler, turn off the radiator valve and place the tray underneath the bleed valve. Be sure to keep a large towel handy.
  4. Position the screwdriver or bleed key onto the bleed valve and turn left until water comes out instead of air. Do not turn the valve open all the way, as chances are you will not be able to close it again.
  5. Close the bleed valve.
  6. Repeat the steps above for each radiator. Start out with the radiator nearest to the heating boiler and work your way up from the lowest floor to the top floor.
  7. Once all radiators have been bled, switch the central heating boiler back on.

I have an issues with pests (insects, rodents, bats) can you help?

We do not provide pest control (ants, bats, bees, fleas, ladybirds, mice, rats, squirrels, wasps) unless there is an immediate concern for the safety/wellbeing of customers. All pest control requests require approval from our neighbourhood team. Please login to send a message.

Will my emergency repair be fixed straight away?

The main purpose of the emergency repair service is to make safe or secure. Whilst every effort will be made to undertake a full repair when responding to an emergency during normal working hours of 8am to 6pm Monday to Friday, this may not always be possible and a further repair visit for follow on work may be required.

If you have an emergency repair call us 24/7 on 01782 635200.

Who cuts the communal grass?

This service is carried out by our Grounds Maintenance team. If you have any questions about this simply login to My account and send a message

What do I do about issues with trees?

Simply login and send us a message. A member of our asset management team will then be in touch to discuss your query

What do I do with condensation and mould growth in my home?

Condensation is probably the most common form of moisture in buildings and in the home. Our guide explains how you can help to reduce condensation within your home and prevent unsightly mould growth on decorated finishes and soft furnishings.

Condensation, Damp and Mould Guide

If you have followed the advice in the above guide and you still have condensation and damp, you can login to My account and let us know.

How can I identify my boiler and re-pressurise it?

Our handy how to guides can help you identify and re-pressurise your Vaillant ecoTec boilder. 

Can I get a smart meter fitted and do I need to request permission?

Yes, you can request to have a smart meter fitted, simply   login  and fill in the form below and a member of our asset team will be in touch.

Please note, while you are not permitted to make improvements or alterations within the first 12 months of your tenancy, we will consider a request for a smart meter:

What should I do if I find Japanese Knotweed in my garden?

Japanese Knotweed needs to be treated as it can cause problems. Please login and send a message and a member of the customer excellence team will be in touch to discuss your query and arrange for it to be injected as it needs to be sorted.

Find out more about Japanese Knotweed.

What should I do if I smell gas?

If you smell gas, or suspect there is a gas escape, you should immediately do the following:

  • Turn off the gas supply at the emergency control valve (usually next to the gas meter)
  • Extinguish all sources of ignition
  • Do not smoke
  • Do not operate electrical light or power switches (on or off)
  • Open all windows and doors 
  • Contact the gas emergency service provider on 0800 111 999

I’m a leaseholder, can I have help with adaptations?

Any work we undertake is recharged to the customer. Login and fill in the form below and a member of our adaptations team will be in touch:

Alterations and improvements form

What is a recharge?

A recharge is a charge to customers for the cost of any repairs and/or clearances which are the customers' responsibility or are as a result of misuse, deliberate damage or neglect.

What am I responsible for repairing and maintaining in my home?

  • Keeping the inside of your home clean and in good condition
  • Keeping gardens and communal areas clean and tidy. This includes maintaining grass, plants and tree branches within the property boundaries so as not to cause a nuisance to other customers
  • Undertaking minor repairs
  • Avoiding doing anything which may result in blockages to pipes and drains (e.g. disposing of fat, oil, sanitary products, nappies etc. down toilets or in sinks)
  • Using fixtures and fittings for the purpose for which they were intended (e.g. not using worktops as chopping boards etc)
  • Replacing/repairing toilet seats if broken or damaged
  • Replacing or repairing door bells if damaged or broken (unless a door entry system)
  • Replacing or repairing shower heads
  • Replacing light bulbs (unless in communal areas)
  • Taking responsibility for internal and external pest control, including vermin removal (rats or mice in the dwelling), wasp/bees nests and de-infestation.
  • Making lifestyle changes necessary to resolve instances of condensation such as not drying washing indoors or leaving extractor fans switched off. Where condensation is the likely cause of any reported dampness, Aspire will advise tenants of the action they need to take to deal with the problem and prevent further incidences

Am I responsible for the maintenance of an alteration, that was made by the person who lived in my home before me?

After a tenancy ends and before a new tenant moves in, we will make a decision about whether to keep any alterations or to remove them and replace them with standard items.

If we decide not to remove a non-standard item, we take responsibility for the repair.

When the non- standard item is beyond reasonable repair, it will be removed and replaced with a standard fitting.

It is different for a Mutual Exchange?

For a Mutual Exchange, tenants agree to take on responsibility for the tenancy that they are exchanging to.  This includes any alterations which were made by the tenant that they exchanged with.

Can an adaptation be removed from my home?

No - the adaptations in our properties are taken into consideration when we let to a new customer. We do our best to match the customer to the property.

Do you put carbon monoxide (CO2) alarms in all properties?

We install carbon monoxide detectors in all properties which contain solid fuel burning appliances.

Can I re-arrange or change a gas service appointment?

Yes you can. You need to contact us as soon as possible. Simply login to My account and send us a message. 

Can I have a dropped kerb?

You can request changes like a dropped kerb by logging in and filling in the form below. Once requested, a member of our asset team will be in touch:

Make a request

Does Aspire Housing own the land near me?

Please login and send a message and a member of the customer excellence team will be in touch to discuss your query.

Who owns the boundary to my home?

Please login and send a message and a member of the customer excellence team will be in touch to discuss your query.

Can you sound proof my property?

If you live in a flat and have concerns around noise please login to My account and send us a message.

What is adopted land?

Adopted land is generally a road, pavement or access area, which the council is responsible for. Aspire Housing can be responsible for some adopted land that is near to or forms access to our properties (such as alley ways).

What repairs will I be charged for?

You can be charged for all repairs where you have caused the damage yourself. We may also charge for emergency attendance if you are not there. Somethings are your responsibility:

What am I responsible for repairing and maintaining in my home?

  • Keeping the inside of your home clean and in good condition
  • Keeping gardens and communal areas clean and tidy. This includes maintaining grass, plants and tree branches within the property boundaries so as not to cause a nuisance to other customers
  • Undertaking minor repairs
  • Avoiding doing anything which may result in blockages to pipes and drains (e.g. disposing of fat, oil, sanitary products, nappies etc. down toilets or in sinks)
  • Using fixtures and fittings for the purpose for which they were intended (e.g. not using worktops as chopping boards etc)
  • Replacing/repairing toilet seats if broken or damaged
  • Replacing or repairing door bells if damaged or broken (unless a door entry system)
  • Replacing or repairing shower heads
  • Replacing light bulbs (unless in communal areas)
  • Taking responsibility for internal and external pest control, including vermin removal (rats or mice in the dwelling), wasp/bees nests and de-infestation.
  • Making lifestyle changes necessary to resolve instances of condensation such as not drying washing indoors or leaving extractor fans switched off. Where condensation is the likely cause of any reported dampness, Aspire will advise tenants of the action they need to take to deal with the problem and prevent further incidences.

 

Who will service and repair my stair lift, hoist, step lift?

If you have a stair lift, Aspire Housing will complete the service visits and any repairs that will need to be carried out. Contact Aspire Housing here

Staffordshire County Council will service and repair floor lifts, step lifts and hoists. Contact Staffordshire County Council on contactus@staffordshire.gov.uk or 0300 1118000

Who will service and repair my automated (Closomat) toilet?

Aspire Housing will service the Closomat toilets and Closomat will repair free of charge (excluding damage). Contact Closomat on 0161 9691199.

How do I Pressurise a Vaillant ecoTEC plus Boiler?

How do I Pressurise a Vaillant ecoTEC pro Boiler?

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