Emergencies - After Build
Contents
1. Central heating Chips and scratches Colour variations Condensation Conservatory Cracks to concrete Cracks to concrete Cracks to dry lining ceilings and internal paintwork Exceeding 5 mm Breakdown Servicing Leaking pipes radiators Noisy Glass sanitary ware cabinets w tops floors Wood marble etc Leaks Less than 5 mm Exceeding 5 mm 2 mm or less 4 mm or less for stair strings Page 2 Contact After Build Contact After Build Servicing is the homeowner s responsibility Failure to maintain annual service checks can reduce the life of your system and invalidate the warranty refer to the service label on the boiler Contact After Build Contact After Build if this occurs during the first 12 months Claims for damage to items in the home must be made through the developer Colour and tone variations in natural materials are normal and to be expected Condensation is normal and due to the drying out process It can be eased by adequate ventilation e g ensure trickle vents are open Contact After Build Minor cracking due to shrinkage is normal and can be expected Contact After Build Some minor cracking due to shrinkage is quite normal and can be expected Maintenance and touch ups are the homeowner s responsibility Your warranty the first 2 years Warranty checklist TE BS BERS Cracks to dry lining Exceeding 2 mm Contact After Build2. Also different wall constructions require specific fixing devices so take good advice from your local DIY store before you start work Many new properties now days have under floor heating so again be aware of this possibility before you drill holes in the floor to fix door stops and so forth And remember electrical and plumbing work must only be carried out by competent qualified tradesmen never attempt this kind of work by yourself Externally Again the paintwork on the outside of your property is not intended to last forever We would advise you look at this after 2 years and certainly maintain it by re painting varnishing every 3 4 years thereafter Keep your garden in check don t allow overgrown plants and shrubs to block air bricks vents or drains Keep an eye open for debris accumulating in gutters and don t allow flat roofs to go un checked either Page 22 Homeowner guidance External Looking after the outside of your home is just as important as taking care of the inside If you do not have the benefit of a managing agent then you should take personal responsibility for general upkeep Here are a few points we think are useful Painting To prevent rot and deterioration of external timber work make sure that the exterior of your property is regularly re painted or re varnished The first time you should re paint varnish outside is after 2 years and thereafter probably every 3 4 years
3. Gutters Check your gutters and have them cleared regularly especially if your property is in close proximity to trees Blocked gutters and downpipes can be the cause of internal damp Flat roofs It is advisable that you check all flat roofs annually to ensure they are kept in good condition Make certain rain water outlets remain clear and are not blocked Damp proof course air bricks Make sure that the level of soil around the outside of your property is kept at least 2 courses of bricks below the damp proof course Keep air bricks and vents clear from soil and garden debris Drain access Do not cover drains inspection chambers or rodding eyes with soil paving or other material Efflorescence You may notice a white deposit appear on external brick work This is called efflorescence and is caused by the salts coming out of the brick clay and can be removed with a soft brush and is harmless Bad weather Inclement weather heavy rain high winds and snow ice can cause problems dislodged roof tiles fence panels dropped gutters frozen outside taps These will not be considered defects and can be best dealt with through your insurance policy Page 23 a BER AAR A NAGEM EN Managing agents Purpose Managing agents are usually employed by the developer to manage the common areas of apartment dwellings This could be the gardens and grounds car parking driveways and gates lobby stairwells
4. holders and to be honest with you about any decision we make Meeting and Exceeding Expectations We will do everything in our power to meet our obligations to you based on our customers high expectations and our internal service standards Improving Warranty Management Across the Board As a unique business model we promise to challenge ourselves and ensure a constant growth and development of our systems and our people to better suit your needs If you think we ve fallen short of these commitments we d like to hear from you Our complaints procedure is detailed below Complaints We take any complaint about our business people or services most seriously Please address any complaint to The Property Warranty Manager at our central office address page 6 and we will aim to respond to all complaints within 5 working days Offices Our offices are open Monday to Friday 8 30 am 5 00 pm A message service operates during evenings weekends Bank Holidays and peak calling hours Page 26 Sap AZ My Me Sages y Important telephone numbers After Build Non Emergency 0845 456 4631 After Build Emergency 0845 652 0899 Pve Just Moved www ivejustmoved com Managing agent for you to add Page 27 All about your warranty managing and reporting defects emergencies and household maintenance PROPERTTIVARRANTY MANAS SEMEN IE After Build Limited Units amp 2 Woodfield Farm Offices Isaacs Lane
5. number Then contact After Build Grouting Cracking Contact After Build in the first 6 ial E months Thereafter minor cracking due to shrinkage is homeowner maintenance Gutters and downpipes Contact After Build Problems arising from debris in the gutters dead leaves etc are the homeowner s responsibility and this will not be covered Immersion heater Failure Contact After Build Kitchen units Door alignment This is homeowner maintenance Kitchen units worktops De lamination Contact After Build If de lamination is due to water spillage caused by the homeowner you may not be covered Landscaping As homeowner you are responsible for the maintenance of the garden and its contents As homeowner you should contact your service provider directly Meters and essential services Page 4 Your warranty the first 2 years Warranty checklist Nail screw pops Excessive Paths and paving slabs Movement Roof Sanitary ware Silicone sealant and Internal and external mastic Settlement in the garden Structural defects Shower doors Soft furnishings Telephones Line Telephones Sockets Page I5 DE BEG BE Contact After Build We will attend once to correct this after the first 12 months Contact After Build in the first 12 months Small movement may occur over time due to expansion and contraction of the sub soil as weather conditions apply Contact After Build We cannot take responsibi
6. these usually on legal completion This can vary from one company to another but usually you will be required to sign a handover form confirming that you are satisfied with the condition of the building and its contents In particular but not exclusively items such as Wall and base units Sanitary ware Glass and tiles Appliances Sinks and worktops Emergencies Please follow the procedure explained to you by your developer Non emergencies After Build s office is open Monday to Friday 8 30 am to 5 00 pm Operatives will work between 9 00 am and 4 00 pm Monday to Friday not weekends or Bank Holidays Weather damage Damage to properties caused by storms or extreme weather conditions is not covered by the warranty and shall remain the homeowner s responsibility This includes but is not limited to such items as roofs tiles and fences In the event of such an occurrence you should contact your insurance provider If you live in an apartment we suggest you contact the managing agent Accidental damage Damage caused by accidental or improper use will not be covered by the warranty This will remain the home owner s responsibility Notes Scratches and marks to glazing and walls are determined in natural light only at a distance of 2 metres or 3 metres for toughened glass 2 If we need to carry out work in your home please ensure the area s concerned are cleared of furniture and pe
7. We will ceilings and internal or 4 mm in the case of attend once to correct this but paintwork stair strings not before the first 12 months Doors Lock latch adjustment Contact After Build Doors Warping and easement Contact After Build Doors Contact After Build If a door is catching on carpet that you have had fitted this is a homeowner s responsibility Electrical Transformers circuits Contact After Build sockets and switches Electrical Supply failure Contact the supplier directly Electrical Damaged fittings and Homeowner maintenance blown bulbs Extractor fans Failure Contact After Build Fencing Loose panels posts This is a homeowner maintenance issue Problems arising due to extreme weather conditions e g storms and high winds are not covered Flashings Leaking or loose Contact After Build ej Flashings Discoloured External components will g discolour due to weathering Floor finishes Contact After Build Damage raj after occupation is not covered Floor structures Noise Contact After Build in first 6 eal months Thereafter minor creaks are normal and can be expected Page 13 Your warranty the first 2 years Warranty checklist DE ST BERG Garage door Locks cables and Contact After Build raj opening action Gas installation If you smell gas or suspect a gas eal leak you MUST shut of the gas supply do not operate anything electrical leave the property and call the supplier s emergency
8. and lifts corridors and bin stores in other words all those ameneties commonly shared by the residents at the development Depending upon the arrangements it is usual for each resident to pay an annual service charge towards the cost of this facility and the developer will have provided you with this information The benefits include having someone on hand to take responsibility for general maintenance and repairs to problems in the common parts This may well extend to gardening mowing of lawns cleaning of gutters and disposal of rubbish In most arrangements a programme of external decorative upkeep will be agreed so that paintwork and rain water goods are maintained to a good standard Management There is usually an appointed manager who will liaise between the developer and the residents and in some cases there may be an office at the development Page 24 FROp Sn AZ 2 i VAGEF RENTS Notes We have left you with a blank page as it is sometimes useful to be able to make notes for future reference Page 25 te PROp ER TY VAR 7 EEN ere Customer charter Although our contract is with the company that build your property we are here to manage their obligations to you and to ensure that the first two years of your buying experience runs smoothly Operating a Fair and Transparent Service We promise to maintain the highest principles of fairness and equality to all warranty
9. emergency service to homeowners It is important that you ONLY use this for genuine emergencies as described below You ARE COVERED An emergency is defined as A sudden and unforeseen incident immediately creating a risk to the health of the occupant s and or damage to the property rendering it uninhabitable insecure or dangerous There may be occasions when you consider a situation to be an emergency but to ensure we can provide a prompt and reliable service to those genuinely in need of our assistance we must apply the following guidelines Please DO NOT call the After Build emergency service unless your problem fits at least one of the following criteria Drainage and plumbing Problems will be deemed to be an emergency when a The toilet is the only toilet in the property and cannot be flushed manually using a bucket of water b The toilet is leaking even when not in use and the leak is gushing and non containable c The bath shower basin or pipe work is leaking even when not in use and the leak is gushing and non containable d External drain s is blocked and backing up if it is deemed that the cause of the blockage was due to inappropriate use by the occupant the occupant may be liable to be charged for the call out costs 2 Heating and boilers Problems will be deemed to be an emergency when a The boiler fails to operate between Ist October and 3 Ist March b If the boiler is older
10. you will need to contact the manufacturer If you have sent your completed cards to After Build we will be happy to make the call on your behalf 4 In such cases the manufacturer should arrange for a qualified engineer to call and diagnose the cause of the problem DISHWASHER Pic A switch up is OFF and down is ON Pic B lever in the OFF position in line is ON Page 21 Homeowner guidance Your responsibility There is a myth that new homes don t require maintenance or up keep Clearly this isn t the case Every new homeowner needs to maintain their property if they wish it to last when all said and done it is most likely the single greatest investment you will make in a lifetime so make sure it lasts a lifetime by taking appropriate care of it Internally Most properties are painted in a light coloured emulsion this satisfies most palettes but is not intended to last forever We would advise that after 12 months you consider freshening this up and at that stage should you prefer a different scheme change the colour maybe Equipment needs maintenance too especially your heating and hot water system Don t forget the annual service for your boiler otherwise you may invalidate your warranty Putting up shelves and fixing brackets to your walls needs a little forethought There will be electrical cables and plumbing pipes behind your walls and you don t want to interfere with these
11. Burgess Hill West Sussex RHI5 8RA Telephone 0845 456 4631
12. Your FREE comprehensive guide 5 EOE IA for new homeowners I JAGEN EN Managing Your New Home Devised to guide you through the first 2 years of ownership With compliments from your developer All about your warranty managing and reporting defects emergencies and household maintenance Managed by PROPEEN ARRANT MANAGEMENT Your FREE comprehensive guide for new homeowners FROp n S a MT NAGER i RENTS Contents Introduction cctccedcosretedenancede Page 3 What you need to know Pages 4 5 How to report a defect Pages 6 7 How to report an emergency Pages 8 9 General maintenance Page 10 Warranty checklist Pages 1 16 TOPPE x ot oece ta ieattencesen Pages 17 18 PIU DING a evncttwevncus de unet wwe Page 19 Decorating cece eeee Page 20 Appliances eeeee eens Page 21 Your responsibility Page 22 External neeeko eeu en ES Page 23 Managing agents 6 Page 24 INGEES can aion Erana EENE NEEN Page 25 Customer charter Page 26 Important contact details Page 27 The design and content of this publication is protected by Copyright After Build Limited 2014 Page 2 Your FREE comprehensive guide ul BE aS for new homeowners Introduction We hope you find this booklet useful After Build has produced this in conjunction with your developer and our
13. cks are not structurally significant and can be put right in the normal process of redecoration 9 Because a significant amount of water is used in the construction of your home cement plaster paint etc your property needs to be well ventilated to allow moisture to evaporate as the structure dries out Leave windows or at least the trickle vents slotted vents in the window frame open for as long as you can each day 10 To prevent the build up of excessive condensation while the construction materials dry out it is advisable to leave fitted wardrobe doors ajar initially to prevent mould on clothes from occurring 1 Your new home will need maintaining and it is your responsibility to ensure that within the first 12 months you should attend to interior paintwork and within 2 years you should attend to your exterior paintwork Page 18 Homeowner guidance Plumbing To help you understand the requirements of a modern plumbing system we have listed some key points Stop valve As water enters your property blue pipe it is controlled by the main stop cock Pic A This allows you to turn off the supply in the event of an emergency Make sure you know where it is located Isolation valve To provide independent control of the water supply to certain points around your property you may find the use of isolation valves Pic B in places such as the WC kitchen sink and wash hand basins Gas control valv
14. combined experience in managing new homes Moving house can be a testing time and we know it takes a while to settle down once the move is complete New surroundings different systems strange procedures it all amounts to quite an experience but one we want you to enjoy So Managing Your New Home will provide you with a better understanding of just what you can expect from your new surroundings You may not have previously owned or lived in a brand new property but even for the initiated technologies are constantly evolving and we think it would be worth spending some time reading through the information we have provided Importantly we have looked at this from the perspective that from time to time you may need to report a problem For the most part it will be minor or just irritating and After Build want to help ensure that on such occasions we can assist you in resolving the issue as quickly and painlessly as possible After Build is an independent nationwide organisation employed by your developer to provide a defect management service If something in your property becomes defective during the first 2 years following legal completion we will work with you to get the matter rectified VVe operate through the developer and all of the original sub contractors who were involved in the construction and finishing of your new home so our start point is to go back to the relevant trade and instruct them to put right any failings o
15. e Gas yellow pipe is delivered to your property via a control valve next to the meter User manual Always read your user manual In the event you can t find your manual the After Build website has links to most boiler manufacturers www ivejustmoved com Bleeding radiators Trapped air can prevent a radiator from fully heating up cool at the top To release the air turn off the heating and allow to cool down Using a radiator bleed key open the valve Pic C and listen for the hiss of escaping air Re pressurising the system Sealed heating systems may need re pressurising from time to time You will find a pressure gauge on or close to the boiler Pic D if this indicates the system pressure has dropped you need to re pressurise the system Follow your boiler manual for instructions Blocked drains There may be occasions when you suffer a blocked drain often the cause is unsuitable household waste causing an obstruction Some sub contractors may charge you for attending a blocked drain if they discover this to be the cause Page 19 Homeowner guidance Decorating There may be occasions when we need to arrange to carry out minor painting and decorating works Before we arrive Very often the attending operative may have other calls to make in the same day and time is therefore at a premium Please ensure that before he arrives you move any obstructions that may otherwise hinder his saf
16. e access to the work area i e furniture and appliances Our operative will need a minimum of meter clearance all round to be able to carry out your work Preparation When it is necessary to prepare and fill an area of wall or ceiling it is likely we will need to attend on two separate occasions the second call being rubbing down and re painting once any filler has dried out We will where possible arrange this over consecutive days but we cannot always guarantee this Paint colour Over time paint changes colour very slightly this is a process caused by many things including the quality of the air e g smoking causes rapid discolouration and light Therefore re painting can sometimes be noticed where the boundaries of the old and the new paint meet one another When painting a large area we will paint to the nearest natural divide e g door frame archway corner We will not necessarily re paint the entire wall or ceiling unless the amount of repair work has been extensive Similarly we will not re paint all the timber work but would typically re paint one length of skirting board for example There may be occasions where we consider that it is sensible to wait for a property to fully finish drying out before reviewing any work we may need to arrange i e extensive shrinkage To avoid the inconvenience that numerous visits can cause we may advise that the drying out process is given the opportunity to stabilise b
17. efore we assess what if any work we may need to organise Neither After Build or your developer can be responsible for paint mismatch due to age or environmental conditions Page 20 Homeowner guidance Appliances If your new property has built in or free standing electrical appliances there are several useful things you need to know Each appliance has a warranty card this is the warranty between the homeowner and manufacturer Most appliance warranties will provide you 12 months cover for parts and labour in the event of a genuine malfunction or failure some manufacturers offer 2 years This is not covered under the Builder s Liability period It is important that you complete the details requested by each card We would recommend that you keep a safe copy of these before posting back to the manufacturer Or if you prefer complete the cards and post them to After Build we will keep copies on file and send them to the manufacturers on your behalf 2 Always read the user manual before operating any equipment 3 In the unlikely event you experience a problem with your appliance make sure you have checked for electrical power i e that the switch is in the ON position at the switched fused spur Pic A these are usually labelled Fridge Dishwasher etc And where applicable the water supply is switched ON Pic B If you are satisfied that the problem is specific to the appliance and not the connections
18. esponsible for dealing with SNAGS Instructions and manuals Check to ensure you have been provided operating instructions and user manuals for all your appliances heating hot water and security systems If you have not ask your developer at the earliest possible stage Standards of finish Every property is unique and hand crafted There will always be some small variation in the finished appearance of the construction of your home As long as these conform to the warranty providers build standards this will be considered to be acceptable Use your trickle vents Drying out During the drying out process different materials will shrink at different rates and this can result in minor cracks which are perfectly normal After Build is not required to rectify these unless they are excessive if you can fit a pound coin in the crack this would be considered excessive as it is greater than 2 mm up to which this will be covered by homeowner maintenance Shrinkage at the stair string is excessive over 4 mm How to minimise shrinkage Do not turn the heating up high maintain a steady even temperature 2 Open windows when youre in the property and leave trickle vents open when you re not to assist with the even circulation of air 3 Leave fitted wardrobe doors ajar to avoid the build up of moisture as this can cause mould 4 Use your ventilation system in bathrooms and the kitchen area Page 10 Your war
19. f workmanship or materials This is usually a relatively straight forward process however we know that sometimes it can take a little longer and a bit more effort to put things right Our responsibility is to work to the standards set by your 10 year warranty policy provider and apply these whenever involved in managing a defect We hope that you find our service helpful should you ever have cause to use it Page 3 Your warranty the first 2 years What you need to know Your new home warranty Your home is a unique product hand built from a wide variety of traditional and modern materials It is possible that following occupation you may encounter minor problems as the building dries out and settles down Pre occupation Before you take ownership of your new home your developer should arrange for you to walk around the property and identify any last minute snags which will require rectification At this stage any thing you jointly agree needs attention shall remain the developer s responsibility to complete please retain a dialogue with the developer to deal with these matters Legal completion Your new home has the benefit of a 10 year warranty which has been arranged by your developer with one of the recognised warranty providers The warranty policy belongs to you and your solicitor or conveyancer should hand the policy to you when you complete It is advisable that you spend a little time reading this as the
20. ion of both the homeowner and the sub contractor and where applicable the ordering of parts Page 6 Your warranty the first 2 years How to report a defect After Build office hours Monday to Friday 8 30 am to 5 00 pm incoming calls are taken up to 3 30 pm and thereafter a message service is available however all other forms of communication will continue to apply up to 5 00 pm Answer service An answer service operates at times of peak call volume and during weekends evenings and Bank Holidays Please feel welcome to leave a message along with your name and contact number and we will call you back at the earliest opportunity Reminders Where we are able our team will some times send you an SMS text message we Sor AWG to your mobile phone as this can prove an effective form of reminder prior to an appointment Emergencies So far all of the information we have provided relates to routine or non emergency defects For emergencies turn to page 8 Page 7 Your warranty the first 2 years How to report an emergency In the unlikely event you experience an emergency you must follow your developer s procedure You ARE NOT COVERED by the After Build EMERGENCY service please follow the instructions issued to you by your developer by the After Build EMERGENCY service telephone 0845 652 0899 then follow the instructions on pages 8 9 After Build provide an
21. lity for weather damage e g loose or slipped ridge tiles All claims for damage to sanitary ware must be made in accordance with the developer s formal handover process Contact After Build in the first 6 months Thereafter this will be homeowner maintenance Some settlement of new top soil is normal and to be expected Contact After Build Contact After Build The homeowner must contact the developer Line connection is the homeowner s responsibility The homeowner may be responsible for slave socket connection see your developer s policy Your warranty the first 2 years Warranty checklist TE SS BK TV Service It s homeowner s responsibility to g make arrangements with a service provider TV Sockets dish Contact After Build Your home should be wired for service in the case of apartments it is usually connected to a communal receiving dish TV Aerial Homeowner s responsibility g Water services Leaking pipes and taps Contact After Build y Windows Frames and furniture Contact After Build rq Wood Minor separations shrinkage g and or warping are normal and can be expected Page l6 Homeowner guidance Priority Always be sure you know how to shut off the water supply to your property find the stop cock and be certain other members of your household also know where it is 2 If you have a gas supply be certain you know where the control valve can be located
22. or double glazed unit in a detached garage or outbuilding is damaged is not deemed to be an emergency e Damage to an interior door that does not compromise the security of the property is not deemed to be an emergency REMEMBER Please be advised you may be charged if you call this Emergency service for any other reason than those described on pages 8 9 When we deploy an engineer it is our aim to arrest the immediate problem but not necessarily to resolve the cause this may be arranged at a later date Any consequential damage caused as the result of a genuine emergency will be dealt with through After Build after the emergency has been addressed e g re decoration following a water leak Page 9 Your warranty the first 2 years General maintenance To help you obtain maximum enjoyment from your new property here are a few useful guidelines on maintaining your new home Before moving in Most developer s have a well prepared process to ensure any issues requiring attention e g small areas of paintwork that may have been missed damaged tiles etc are noted during a walk round the property with you prior to legal completion It is worth making sure that you document any such points with the developer sign and date this certain problems such as scratched glass damaged tiles and sanitary ware cannot always be rectified later These issues are referred to as SNAGS After Build is not generally r
23. ranty the first 2 years Warranty checklist If you have a problem and you re not clear about who takes responsibility take a look down our warranty check list lt may not cover absolutely everything but we do refer to the vast majority of typical occurrences There are basically three possible categorisations we can apply either individually or in combination and these are This IS A LEGITIMATE DEFECT and is covered by After Build contact us and report it This IS NOT A LEGITIMATE DEFECT and is not covered by After Build This is household maintenance and is your responsibility as a homeowner l Check with your developer DE E E Alarm installations Failure Contact After Build Alarm installations Servicing Servicing is the homeowner s responsibility Failure to carry out annual maintenance could invalidate your warranty Appliances electrical Failure Call the manufacturer and follow instructions in your appliance warranty cover Appliances electrical Damage All damage is the homeowner s responsibility Blockages Wastes drains traps Contact After Build Blockages caused by homeowner are NOT covered and may incur a charge Cracks to bricks mortar Less than 5 mm Minor cracking due to shrinkage is normal and can be expected Page Your warranty the first 2 years Warranty checklist E SS BES Cracks to bricks mortar Central heating boiler Central heating boiler Central heating
24. re is a lot of useful information that will help you obtain the maximum enjoyment from your new home During the first 2 years of this warranty the developer remains responsible to manage any defects that may occur In this instance After Build has been engaged to manage the developer s obligations this is known as the Builder s Liability period What is a defect A Defect is a breach of any mandatory warranty requirement by the developer Those items generally not included in the definition of Home would be fence temporary structure swimming pool lift electrical or electronic items whether built in or not excluding fixed wiring lighting system heating system air conditioning smoke alarms waste disposal units or water softening equipment installed at the date of the insurance certificate The developer is not responsible for the general maintenance of your property as the homeowner you are How to report a defect Before you report a defect please refer to our Warranty Checklist pages 1 16 this explains what is covered and what is not In the first instance except in emergencies you will need to report your defect in writing unless otherwise specified by your developer see page 6 Page 4 Your warranty the first 2 years What you need to know Important It is important you check for damaged items within the property and follow the developer s specific policy for reporting
25. rsonal belongings before our operative arrives as they will not have time to do this for you Page 5 Your warranty the first 2 years How to report a defect When reporting a new defect for the FIRST TIME please write to After Build this can include E mail By writing it ensures we receive a permanent record of the details you have reported Alternatively you can report this on line 6 Once reported you can choose the form of communication you find the most convenient Internet www ivejustmoved com E Mail defects afterbuild com Telephone 0845 456 4631 Post After Build Units amp 2 Woodfield Farm Offices Isaacs Lane Burgess Hill West Sussex RHI5 8RA X Bm Fax 01444 230222 Please ensure that you provide as much detail as possible If you have photographs this can often be helpful After we have received your information one of our coordinators will call you to discuss your problem For defects where a warranty applies most plumbing and electrical fitted kitchens contract flooring windows and doors we are contractually required to report this on your behalf to the original sub contractor After Build will liaise with the relevant trade and instruct them to attend and carry out works but we will make all the arrangements on their behalf so you only need have one point of contact It is our aim to resolve most problems within 30 days however this is subject to the reasonable cooperat
26. than 12 months and has not been serviced the call will not be deemed an emergency the occupant is responsible for maintaining boiler service intervals c If the occupant still has hot water and heating this will not be deemed an emergency d If there is the possibility of a gas leak the occupant must leave the property and call TRANSCO immediately Page 8 Your warranty the first 2 years How to report an emergency e If there is the possibility of an airlock in the radiators the occupant will be advised that should an engineer be deployed they will be covered in the event that the air lock is due to a faulty radiator valve otherwise if the radiators merely needed bleeding the occupant may be charged for the call out costs 3 Electrical Problems will be deemed to be an emergency when a There is no electrical supply and the consumer unit RCD switch fails to restore the supply b If there is no supply to the immediate neighbourhood this will not be deemed an emergency as it would appear to be a utility company problem 4 Security Problems will be deemed to be an emergency when a An exterior door is damaged compromising the security of the property b A double glazed unit is damaged compromising the security of the property c The interconnecting door between an integral garage and the property and the garage door itself are damaged compromising the security of the property d A door
27. usually in the meter box The meter box is generally outside the build ing and you should have been provided with a meter key to allow you access either in an emergency or simply to read the meter 3 Be sure you know where to locate the electricity consumer box this is the point at which mains electricity enters your property Your supply is protected through a number of small devices RCD s that will automatically disconnect or trip out in the event of a problem These are particularly sensitive for your safety and this can happen when a light bulb blows or if you have a faulty appliance These can be re set by returning the relevant switch to the on position 4 Complete all appliance warranty cards now fridge freezer oven hob dishwasher etc and follow the instructions for registration 5 If you have gas heating it is your responsibility to ensure that the boiler is serviced regularly according to the manufacturer s specification it could affect your warranty cover if you don t 6 Familiarise yourself with the operation of the smoke and heat detectors and check they are working by pressing the test button 7 Always take steps to turn off your out side tap and lag it during the winter months Page 7 Homeowner guidance Top tips General 8 As your home is lived in and heated timber and other materials will shrink and this can cause small cracks on wall and ceiling finishes These cra
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