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Repairs and maintenance

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  1. What am I responsible for repairing and maintaining in my home?
  2. What is an emergency repair?
  3. What is a non-emergency repair?
  4. What does an emergency repair include?
  5. Can I have new window keys?
  6. Do you offer a pest control service?
  7. Will my emergency repair be fixed straight away?
  8. Can I get Sky / Virgin / Cable TV installed in my home?
  9. What repairs and maintenance are Aspire responsible for in my home?
  10. How do I request an alteration or improvement to my property?
  11. What should I do if I find Japanese Knotweed in my garden?
  12. Am I responsible for the maintenance of an alteration, that was made by the person who lived in my home before me?
  13. What is a Home Condition survey and why do I need to have one?
  14. Can I get a water meter fitted and do I need to request permission?
  15. Who do I speak to about a problem with my television (TV) aerial?
  16. Who cuts the communal grass?
  17. Can you bleed my radiator?
  18. Can you make adaptations to my home?
  19. What is involved in a gas service?
  20. What should I do if I smell gas?
  21. Can I get a smart meter fitted and do I need to request permission?
  22. I have an issues with pests (insects, rodents, bats) can you help?
  23. Do you put carbon monoxide (CO2) alarms in all properties?
  24. Can an adaptation be removed from my home?
  25. How can I identify my boiler and re-pressurise it?
  26. Can I have a dropped kerb?
  27. I’m a leaseholder, can I have help with adaptations?
  28. What do I do with condensation and mould growth in my home?
  29. What is a recharge?
  30. Can I re-arrange or change a gas service appointment?
  1. 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
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  2. What is an emergency repair?

    An emergency repair is considered to be any fault which carries the risk of immediate injury or health risk to people or major damage to property.

    An example of this could be a gas leak, a very heavy water leak (for example, the leak would fill a bucket or bowl in minutes).

    We aim to deal with emergency repairs within 4 hours by either making safe or fixing.

    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.

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  3. What is a non-emergency repair?

    Non-emergency repairs are things you can reasonably live with for a short time without immediate risk to your safety, security or health, for example, an internal door repair, a loose or damaged switch or socket, or plastering.

    Non-emergency repairs will be carried out within 8 - 12 working days.  Please be aware that these timescales may need to be extended due to the nature of certain repairs.

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  4. What does an emergency repair include?

    • No power to the property
    • Gas leaks
    • No heating completely (1 November to 31 March only)
    • Blocked toilet  (you could be charged if the reason for toilet being blocked is due to nappies or other inappropriate materials having been flushed down them)
    • Water leaks – depending on severity
    • Property not secure due to damage to ground floor windows, making them easily accessible or an insecure external door
    • Tenant cannot gain access to the property due to lost keys (customers will be charged for or for the costs of lock replacement due to lost keys)
    • Fire alarm or smoke detector failure
    • Lifts not working
    • Communal lighting not working in flatted blocks

    If you have an emergency repair call our 24/7 line on 01782 635200

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  5. 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.

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  6. Do you offer a pest control service?

    We do not offer an out of hours pest control service and we do not provide pest control 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.

    You can find information about pest control services provided by Newcastle under Lyme Council

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  7. 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.

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  8. 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.

    Alterations and improvements form

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  9. 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)

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  10. 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:

    Alterations and improvements form

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

    Japanese Knotweed needs to be treated as it can be destructive. 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.

     

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  12. 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.

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  13. 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.

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  14. 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:

    Alterations and improvements form

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  15. 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.

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  16. Who cuts the communal grass?

    This service is carred out by PM Training Homeworks. If you have any questions about this simply login to My account and send a message

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  17. 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.

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  18. 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:

    Alterations and improvements form

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  19. 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

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  20. 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
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  21. 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:

    Alterations and improvements form

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  22. 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.

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

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

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  24. 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.

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  25. 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. Click here for more information

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  26. 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:

    Alterations and improvements form

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  27. 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

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  28. 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.

    Aspire-Housing-Condensation-Guide [pdf] 3MB

    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.

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  29. 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.

    Click here to read about your responsibilities

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  30. 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. 

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