Repairs handbook

Register for MyCKH and report all non-emergency repairs online. 

Call 01733 385030 24 hours a day, seven days a week to report an emergency repair or change an existing appointment.

Before you contact us, it's a good idea to check what you are responsible for maintaining in your home. You will not be able to report repairs which are your responsibility according to your tenancy agreement.

Total results: 30
  1. Appointments - what's expected of me?
  2. Appointments - when can I book a repairs appointment?
  3. Before reporting a repair - how can I check what my responsibilities are?
  4. Chargeable repairs: can I pay you to complete repairs which are my responsibility?
  5. Chargeable repairs: will I be charged for using the repairs service?
  6. Damp and mould: can I report issues linked to condensation and mould?
  7. Door entry systems - how do I report an issue with the door to my block?
  8. Drains - who is responsible for issues with drains, including leaks?
  9. Electricity - what should I do if my lights are not working but my sockets are?
  10. Electricity - what should I do if my sockets are not working but my lights are?
  11. Electricity - what should if my lights and sockets are all not working?
  12. Fencing - am I responsible for maintaining fences?
  13. Gas central heating - I think there's an issue, what should I check before I report a repair?
  14. Immersions - how do I use my immersion for hot water?
  15. Insurance - what do I need to insure?
  16. Keys and fobs - does CKH keep a spare?
  17. Pest control - what pests do CKH treat?
  18. Right to repair - where can I find information on the right to repair scheme?
  19. Rubbish and fly-tipping - who is responsible for waste collection?
  20. Rubbish chutes - how should I use the rubbish chute in my building?
  21. Sinks, toilets and drains - will CKH deal with blockages?
  22. Smoke alarms - how often should I test my smoke alarm?
  23. Solar panels - do I need to clean my solar panels?
  24. Solid fuel appliances - how do I safely use a solid-fuel appliance?
  25. Storage - what am I allowed to store on my property?
  26. Surestop water switches - how do I use a surestop water switch?
  27. Types of repair - what is an emergency repair?
  28. Types of repairs - are there works which aren't classified as repairs?
  29. Types of repairs - what is a routine repair?
  30. Types of repairs - what is an urgent repair?
  1. Appointments - what's expected of me?

    To provide a repairs service, we need your help.
    We need you to:

    • Allow Cross Keys Homes’ employees and contractors access to your home
    • Tell us who will be present for the appointment, they must be over the age of 17 otherwise we will not be able to carry out the repair
    • If you request an emergency repair, stay in until we attend
    • Keep appointments made or provide us with at least 24-hours notice if you cannot keep an appointment. You may be charged, or we may change the priority of the repair if you are not at home when a contractor calls
    • Keep the area smoke-free while the contractors carry out the work
    • Report repairs promptly and provide up-to-date contact details
    • Carry out all checks as requested by us - this includes checks for loss of electricity and/or heating/ hot water.
    • Follow all current government advice about Covid-19, including social distancing and wearing face masks as appropriate. 
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  2. Appointments - when can I book a repairs appointment?

    When you get in touch to report a problem, you can choose from five different repair appointment slots:
    All day access - 8am to 6.30pm
    Morning - 8am to 1pm
    Afternoon - 1pm to 6.30pm
    The school run - 9.30am to 2.30pm
    Saturday - 8am to 1pm

    Please be aware that this appointment system is only for non-emergencies. You will need to stay at home until we can attend to any emergency repair.

    Whenever possible work will be completed on the first visit, however, this is not always possible so a follow on appointment may be necessary. If follow on work is needed our contractor will arrange this with you directly. 

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  3. Before reporting a repair - how can I check what my responsibilities are?

    Before you get in touch, it's a good idea to make sure you know what you are responsible for maintaining in your own home. 

    You are responsible for:

    • Blocked sink/bath/basin wastes (blocked by waste food/hair etc.)
    • Blocked toilets (blocked by nappies, sanitary towels, excessive toilet paper, baby wipes or anything else that has been put in or fallen into the toilet by accident)
    • Re-lighting pilot lights and re-setting the boiler (including resetting your timer after a power cut)
    • Repairs that are needed after alterations, improvements or other work you have carried out or organised
    • Replacing bath panels
    • Replacing clothes lines and rotary dryers (except in shared blocks and sheltered schemes)
    • Replacing floor coverings (this includes carpets but doesn't include permanent coverings such as quarry tiles)
    • Replacing plugs (and/or chains) for sinks, baths and washbasins
    • Replacing shower heads and hoses
    • Replacing toilet seats
    • Lost keys (including changing locks, replacing keys, providing new fobs and any additional keys or locks
    • Alteration to meter cupboards including gas, water and electric services following any changes to meters
    • Minor repairs e.g. tightening loose screws or cupboard door hinges
    • Internal decoration
    • Internal doors including repairing or replacing door handles, locks, latches
    • All broken glass (including double-glazing)
    • Fixtures or fittings provided with your home. Examples include: doorbells, built-in wardrobes, coathooks/rails, bathroom cabinets, toilet roll holders, mirrors and shower curtains and poles
    • Garden maintenance
    • Garden sheds (wooden/metal)
    • Driveways and patios
    • TV aerials (unless a communal aerial in a sheltered housing scheme or block).

    If you are physically unable to carry out these repairs yourself, please contact us for advice.

     

    CKH is responsible for:

    • Basins, sinks, baths, toilets, flushing systems and waste pipes (excluding blockages or damaged caused by you, your family or visitors)
    • Communal and shared areas such as halls, stairways and passageways
    • Defective plasterwork e.g. debonding from the structure of the wall (not minor decorative cracks)
    • Drains, gutters and outside pipes
    • Electric wiring, gas and water pipes (excluding meters)
    • Heat recovery systems
    • Heating systems including the supply of hot water
    • Inside walls, skirting boards, thresholds, floors and ceilings (not painting and decorating)
    • Internal fire doors
    • Lifts
    • Outside doors (including door handles, locks and hinges), window sills, window catches, window frames (including external redecoration)
    • Pathways, steps and other means of access to external doors (not including driveways or patios)
    • Rain water harvesting
    • Roof
    • Sockets and light fittings
    • Sweeping the chimney (where in use)
    • Shared areas such as halls, stairways and passageways
    • The structure of your home, including garages and brick outbuildings. 
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  4. Chargeable repairs: can I pay you to complete repairs which are my responsibility?

    We may be able to carry out any repairs that are your responsibility. You will be
    charged for the cost of the repair, plus our costs for organising the work.

    Payments will need to be made in advance of the work being carried out.

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  5. Chargeable repairs: will I be charged for using the repairs service?

    If you look after your home and report repairs to us in good time, usually you will not be charged for any works to your home. 

    If you fail to carry out repairs or checks which are your responsibility, or you carry out repairs which do not meet our standards, action can be taken against you to enforce the terms of your tenancy agreement. If we have to carry out work which is your responsibility you will be charged for the cost of the repair or clearance plus the cost of organising this work.


    You are responsible for carrying out repairs if:
    • You or a member of your household or a visitor to your home caused the damage or did not take preventative action to avoid damage being caused
    • You left items within your home, garden, garage or shed when your tenancy ended which needed to be removed
    • Repairs were required to your home when your tenancy ended

    • Criminal damage has been caused (however if this is a result of vandalism, hate crime or harassment, please tell us the crime reference number so we can consider whether to charge)
    • Emergency services gained access to your home and repair/replacement of windows/doors is required. Please tell us if this is the result of a welfare check.

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  6. Damp and mould: can I report issues linked to condensation and mould?

    Yes - if you’re struggling with mould in your home, please talk to us straight away as we are here to help you. Calling us as soon as possible can make the issue easier to fix. Call our Repairs Centre on 01733 385030.

    We will visit your home to assess the problem. After we’ve cleaned the problem area, we’ll talk about how you can help stop condensation and mould and how we can help if you need any extra support.

    Let us know as soon as possible if there are any repairs in your home that could be allowing condensation to form. For example, faulty extractor fans or issues with trickle vents on your windows.

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  7. Door entry systems - how do I report an issue with the door to my block?

    If you live in a block of flats and the communal door entry system is not working please report a repair. If the issue is affecting your ability to enter and exit the building, call us on 01733 385030 to report an emergency repair. 

    You should make sure that the doors are locked behind you and they are not wedged open at any time.

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  8. Drains - who is responsible for issues with drains, including leaks?

    We are only responsible for drains that serve individual properties. When the drain joins another drain and serves multiple properties it becomes the responsibility of your local water authority. They are also responsible for all main drains in the roads and footpaths.

    Find your water supplier on the Water UK website - you just need your postcode. 

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  9. Electricity - what should I do if my lights are not working but my sockets are?

    If your lights are not working but your sockets are okay, then:

    • Check lighting fuse or circuit breaker in the consumer unit (fuse box)

    • Replace any blown fuses and/or reset the circuit breaker

    • If the fuse blows or circuit breaker trips again call the Repairs Centre via live chat or call 01733 385030. Please note, circuit breakers are sensitive devices and a bulb blowing can result in the circuit breaker for that circuit tripping. When replacing fuses, always switch off the main switch first and switch it on when the fuse has been refitted.

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  10. Electricity - what should I do if my sockets are not working but my lights are?

    If your sockets are not working but your lights are:

    • Check the main fuse or circuit breaker in the consumer unit/fuse box (these are normally found in your hallway)

    • Replace blown fuse or reset circuit breaker

    • If problem persists unplug all appliances (kettle, toaster, fridge freezer, television etc.)

    • Repair the fuse or reset the circuit breaker again

    • Plug in and switch on appliances individually until electrical failure occurs again. This will identify the faulty appliance

    • Unplug the faulty appliance again and reset the circuit breaker

    • Do not use the faulty appliance.

    If there is still an issue, contacts our Repairs Centre via live chat or call 01733 385030.

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  11. Electricity - what should if my lights and sockets are all not working?

    If your lights and sockets are not working: 

    • Check there are funds in meter (if applicable)
    • Check with your neighbours to see if theirs are working. If neighbours have no electrical power either then the problem is likely to be a power failure and you should contact the company who supplies your electricity or contact UK Power Networks on: 0800 783 8838

    If there's still a problem, call our Repairs Centre on 01733 385030.

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  12. Fencing - am I responsible for maintaining fences?

    We will consider replacing fencing to boundaries we are responsible for. Depending on your tenancy agreement, you may be responsible for maintaining the fencing for your home. You should check you tenancy agreement for more details. Request a copy of your tenancy agreement.

    Before reporting a broken fence please check what number your neighbour is, if the fence is between two homes. 

    All fencing is replaced on a like for like basis and will be completed within two months from the date it was reported.

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  13. Gas central heating - I think there's an issue, what should I check before I report a repair?

    Please ensure you have a genuine breakdown before contacting us to report a fault.

    Before getting in touch:

    • Check your user’s guide/manual to identify the fault

    • Check that you have both gas and electricity supplies

    • Check your meters are turned on and you have credit if you have a card meter

    • Have you held and pressed or turned the reset button?

    • Has there been a power cut? If so you may need to reset your programmer and/or reset your fuse board

    • Is your time clock set to the correct time?Use theoverride control to check if the system works

    • Check your boiler is set to both hot water and heating (if only one part of your system is working)

    • Check your room thermostat is set correctly as this controls the boiler operation by sensing temperature. You can do this by turning the room thermostat fully on, the boiler should come on if the thermostat is set too low. Remember to turn it down again.

    • Check your thermostatic radiator valves are set to the temperature you require (please note these are not fitted to all heating systems but if they are they control the temperature to that individual radiator)

    • Check if the red light is on your gas safety cut off box. If so this indicates that your gas safety check is urgently required

    • Are there any fault codes showing on your boiler? Make of note of them before you contact us.

    Please do not bleed your radiators - contact us and we can arrange for this to be done.

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  14. Immersions - how do I use my immersion for hot water?

    Some of our properties are fitted with a secondary means of heating hot water (or this may be the only means if your home does not have gas).

    If you have an immersion you will have a large cylinder for storing the hot water in your airing cupboard. There will also be a control panel – this is normally also situated in the airing cupboard near the tank.

    Controls vary but the majority have a simple on/off switch (or you may be able to set a timer so that it comes on at certain times) and a boost button that can be used at any other time to boost the hot water.

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  15. Insurance - what do I need to insure?

    You are responsible for insuring your furniture, fittings, floor coverings, belongings and decorations against theft, fire, vandalism, burst pipes, lost keys and other household risks.

    You must take out household insurance as we cannot compensate you for any loss or damage to your belongings.

    Find out more about why you need home contents insurance.

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  16. Keys and fobs - does CKH keep a spare?

    We do not keep spare keys for your home. You are responsible for looking after your own keys and must pay for any replacement or changes of locks should you lose them or if they are stolen. If you have Home Contents insurance you may be covered for lost/stolen keys so check your policy before getting in touch.

    We do keep extra copies of communal door keys (e.g. for block entrance doors to flats) so you can buy a replacement if needed. 

    You can also buy a new fob for entrance doors or car parks online. Complete a fob request and we'll be in touch to arrange within a couple of days to arrangement payment and delivery. 

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  17. Pest control - what pests do CKH treat?

    We can help you with some pests but you need to do your bit to help prevent infestations. 

    Pests we treat 

    We will treat the following pests free of charge if they are on or in the property itself and causing you problems accessing your home:

    • Wasps nest

    • Bees nest

    • Pharaoh ants

    • Hornets

    • Bed bugs (one treatment only)

    • Cockroaches (one treatment only)

    Please note, bees are an endangered species so our pest controller may not always be able to remove these for you. You may want to contact a local bee keeper who might be able to remove the hive. 

    Pests that are your responsibility to treat: 

    • Fleas

    • Ants

    • Earwigs

    • Woodlice

    • Silverfish

    • Rats

    • Mice

    • Squirrels

    If you have an infestation of rats, mice or squirrels we can provide treatment, however if you have only seen a few you will need to arrange the necessary traps.

    Please note, if you do not follow the advice you are given by us or by the pest control service or are found to have done something to introduce or encourage the pest, you will be charged for the cost of the treatment.

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  18. Right to repair - where can I find information on the right to repair scheme?

    Some repairs are covered by the right to repair
    scheme. If you believe you are eligible for this and would like further information, please visit: www.legislation.gov.uk

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  19. Rubbish and fly-tipping - who is responsible for waste collection?

    The council is responsible for collecting rubbish waste and emptying wheelie bins. If they do not empty your bin, you should report it to them. Find your local council using the postcode search on gov.uk.

    Make sure you put all materials that can be recycled in the appropriate bins.

    Some of our schemes provide shared recycling facilities. Please speak to your Neighbourhood Manager or Scheme Manager about this service.

    You can contact the council if you have bulky items you need to dispose of for example a fridge or a sofa.

    We also provides a bulky waste collection service within Peterborough, we will remove up to three items for a single fee of £20. Request a bulky waste collection.

    Report fly-tipping on public land to your local council, many councils have reporting forms on their website. You can report fly-tipping on CKH land to us and we will investigate. 

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  20. Rubbish chutes - how should I use the rubbish chute in my building?

    Do not put large or bulky waste down the rubbish chute. This can cause blockages and the smell can cause a nuisance to everyone.

    Make sure any rubbish, particularly food, is either composted or recycled, or if this is not possible, put it in a polythene bag before you put it in the chute.

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  21. Sinks, toilets and drains - will CKH deal with blockages?

    You are responsible for preventing sinks, toilets and drains becoming blocked.It is difficult and expensive to clear blockages and you will be charged if blockages are caused by you or a member of your household.

    Do not pour cooking oil, tea leaves, rice, peas or any food particles down your sink as they can block the drain.

    Never put anything down your toilet which might block it, such as disposable nappies, sanitary towels, wipes or plastic bags.

    Keep all gratings over yard drains free from leaves and waste as this will help prevent blockages and flooding. It is a good idea to clean your drains regularly to remove grease which if left may lead to blockages.

    If you do get a blocked sink you should try to clear it first, using a sink unblocker liquid or a plunger.

    For a blocked toilet half fill a bucket with hot water and tip it into the toilet pan as quickly as possible. This will often help move the blockage.

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  22. Smoke alarms - how often should I test my smoke alarm?

    Test your alarm regularly, at least every month. Press the test button until all alarms in your house sound loudly.

    Regularly check that the green mains light is on. The alarm will not work properly without mains power to it. Do not attempt to turn the power off to the alarm, it only costs 60p a year to run.

    To keep your alarm clean, use a vacuum cleaner with the narrow nozzle, or furniture brush, to remove cobwebs and dust around the sides of the alarm and on the cover. Wipe the cover of the alarm with a barely damp cloth. DO NOT use aerosol cleaners as this may set off the alarm.

    For more information, visit our safety in your home page.

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  23. Solar panels - do I need to clean my solar panels?

    Rainfall alone is usually enough to keep panels clean. Don’t be tempted to use any power washers or detergents on the panels.

    Solar panels generate electrical power by converting the sun’s rays.This is clean and green energy as the cells don’t need direct sunlight to work and can make electricity even on a cloudy day.

    Our installers maintain these panels remotely for you. However, if you think there is a problem or it is not working correctly, please report this to us by emailing housingrepairs@crosskeyshomes.co.uk.

     

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  24. Solid fuel appliances - how do I safely use a solid-fuel appliance?

    To make sure a solid-fuel appliance is safe, please follow these simple steps:

    • Clean the throat plate at least once a month to prevent a build up of ash. The throat plate is often known as the damper and is at the bottom of the flue within the solid-fuel appliance.

    • Make sure that the metal fire slide is not covered over or sealed in place. This slide provides access for servicing and repairs.

    • Follow the recommendations from the Coal Advisory Service on the type of fuel you use.

    • Allow ashes to cool before you empty them into a dustbin.

    We will arrange for the chimney to be swept at least once a year and install a carbon monoxide detector in your home.

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  25. Storage - what am I allowed to store on my property?

    Your home and any other storage facilities provided with your home are designed only to store normal household belongings.

    You should not store any dangerous substances, such as petrol, or any vehicles or bicycles in shared areas. Communal areas must be kept clear at all times. 

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  26. Surestop water switches - how do I use a surestop water switch?

    If your home has a surestop water switch you are able to switch off your water by flicking this switch.

    This is a stopcock replacement and is only to be used in emergencies.

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  27. Types of repair - what is an emergency repair?

    These are repairs which affect the health and safety of the household or basic security of the property. We aim to complete a repair within 24-hours.


    Examples of emergency repairs include:

    • Serious leaks that cannot be contained
    • Total loss of electrical power
    • Unsafe power (lighting socket or electrical fitting)
    • Total loss of water supply which is not due to the water authority
    • No heating in the winter months (1 November to 30 April, inclusive)
    • No heating in the months of May to October for older or vulnerable residents only
    • Blocked flue to an open fire or boiler
    • Blocked or leaking foul drain or soil stack
    • Insecure window on a ground floor
    • External door that cannot be locked and/or fully closed
    • Insecure or detached banister, hand rail or stair tread
    • Door entry system failure (if there is no access available to the property/communal area)
    • No lighting in internal communal/shared areas
    • Lift failure
    • Toilet broken or not flushing (where there is no other working toilet in the property)
    • Serious damage by fire, storms or flood
    • Removal of obscene or racist graffiti.

    We will attend to emergency repairs within 24 hours to make sure your health and safety is not at risk, or to avoid serious damage to the structure of the building.
    You cannot make an appointment for the repair and the contractor may have to return to complete follow on works.


    If you report an emergency repair but do not
    stay at home until our contractor attends, you may be charged for the cost of the visit.

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  28. Types of repairs - are there works which aren't classified as repairs?

    There are some works which are not classified as repairs and are delivered through planned works or are the responsibility of other organisations. These works may take longer than 28 days to complete. Examples include:

    • Major drainage works
    • Pumping stations
    • Repeat treatment for pests
    • Garage repairs (roof and doors)
    • Fencing repairs.

    We will let you know when you report the problem if the work falls into these categories.

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  29. Types of repairs - what is a routine repair?

    These are repairs that can wait without posing a risk to your health or safety and will not cause further damage to your home in the short-term.


    We will attend and complete the repair within 28 calendar days.


    Examples of routine repairs include the following:

    • Leaking or blocked gutter where damage is being caused to the building
    • A fault with a kitchen unit, worktop or drawer
    • External repairs to communal gates, paths, brickwork or roofing
    • Loss of one light or power socket
    • Dripping or faulty taps and stopcock repairs
    • Minor leaks which can be contained using a bucket, bowl or towel (including roof leaks)
    • Minor garage repairs
    • Window and door repairs/adjustments (unless your home is insecure)
    • Letterboxes to firedoors
    • Re-glazing
    • Extractor fan in bathroom/kitchen not working
    • Door entry phone not working.
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  30. Types of repairs - what is an urgent repair?

    These are repairs which are not classed as an
    emergency but which result in the loss of a basic facility, or where further damage will be caused if the problem is not dealt with. We will attend and complete the repair within seven calendar days.


    Examples of urgent repairs include:

    • Part failure of electricity supply
    • Loss of heating and/or hot water in the months of May to October
    • Overflows running
    • Taps which cannot be turned on
    • Insecure window above the ground floor, if a security risk.
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