Important information about repairs and timescales
Here you will find information about repair categories and when you can expect your repair to be completed.
Please note: we are currently experiencing issues with our appointment text message reminders. If you have any questions please call 01726 874450
What you can expect from our repairs service
Ocean’s responsibilities, of what we will repair, broadly cover the structure and outside of your home, plus services such as plumbing, electric and heating systems (unless installed by tenant).
What we will repair:
- The roof
- Chimneys, chimney stacks and flues
- Blocked waste pipes, toilets, drains
- Gutters and outside gullies
- Outside walls, doors, windows and frames including mechanisms (due to reasonable wear & tear)
- Paths and steps, walls, fences and gates if provided by Ocean
- Garages and parking spaces
- Inside walls, floors, ceilings, stairs, doors and frames
- Basins, sinks, baths, showers, toilets, flushing systems and waste pipes
- Fixed electrical wiring, sockets and switches (unless installed by tenant)
- Gas and water pipes
- Water heaters, fireplaces, fitted fires and central heating
- Worktops fitted cabinets and cupboards
Most jobs are done by our own work force but we do sometimes use sub-contractors particularly when we are very busy. Our workers wear a uniform and carry an identity card with their photograph on it. Sub-contractors should have some form of authorisation from Ocean Housing with them as well as identity cards.
Always ask to see their ID card and if in doubt do not let them in and contact us immediately on 01726 874450.
While we take care of the structure of your home, you must repair and maintain your property in reasonable decorative order. As Ocean doesn’t take responsibility for maintaining or repairing the following list of items, it is down to you to look after them.
What you must repair and maintain
Replace broken or cracked panes of glass*
Replace lost door keys**
Maintain timber garden sheds
Tidy your garden and clear gullies
Keep your rubbish/recycling in bins or a store until it is collected
Fences and gates that you have installed
Your own TV aerials and telephone installation***
Washing lines and posts (except sheltered housing tenants)
Any damage, which we think, is caused on purpose or which could have been avoided.
* Glass – unless glass has been broken as an act of vandalism. If this is the case, please contact the Police to obtain a log number and then report to Ocean.
** Lost Keys – check your contents insurance policy for cover.
*** TV aerial – unless you have a communal aerial supplied as part of your service charge.
Maintaining the inside of the property in a reasonable decorative order
Your own fires (including chimney sweeping), cookers, fridges, washing machines etc.
Adjusting or replacing doors when you fit or remove carpets
Anything to do with your own TV aerials and telephone installation
Replacing fuses and resetting trip switches in consumer units
Replacing plugs, light bulbs, strip light bulbs (including starter motors)
Replacing toilet seats, any plugs/chains in your bath/sink/wash basin
Maintaining lockable medicine cabinets
Any damage which, we think, is caused on purpose or which could have been avoided – NB repairs may incur a recharge.
We have set targets for the maximum time you should have to wait for a repair.
These will be done within 20 working days.
Repairs such as:
Plumbing and sanitary ware*
Doors and windows*
External walls, paths and fences*
Internal walls, ceilings and skirting boards (other than minor repairs which are tenants’ responsibility)
Broken window panes (due to 3rd party vandalism or break-in – NB crime reference number required)
Tiled hearth around solid fuel heating
Repairs to and cleaning of gutters and downpipes *
Repairs to flooring
Built-in cupboards and shelving, kitchen units, worktops or general joinery
Repairs to remedy water penetration and rising damp
Major condensation if beyond tenants’ reasonable efforts to tackle
Repairs to communal washing lines
*where not already part of a planned maintenance programme or installed by tenant
These will be done within 5 working days.
Repairs such as:
Partial loss of electrical power or water supply
Total loss of heating or hot water (between 1st May and 31st Oct)
Partial loss of heating or hot water throughout the year
Blocked sink, bath, basin or second WC
WC flush failure
Taps which cannot be turned or faulty tap washer
Loose or detached banister or handrail
Rotten timber flooring or stair tread
Leaking roof, missing roof tiles and faulty or blocked guttering causing serious water penetration problems (weather permitting).
Extractor fan in internal bathroom or kitchen not working
Door entry phone not working
These will be done within 24 hours.
Repairs such as:
Total loss of electric power or water supply
Unsafe power or lighting socket or electrical fitting
Total or partial loss of gas supply
Gas escapes (Report to Wales and West 0800 111 999)
Blocked flue to open fire or boiler
Total loss of heating or hot water (between 1st November and 30th April)
Blocked or leaking foul drain, soil pipe or WC (where there is only one WC in the dwelling)
Leaks from water or heating pipes, tank or system
Insecure external window, door or lock (including boarding up of smashed glazing)
Make structurally safe after storm, accidental, fire or flood damage (further repairs may be required at a later date)
This section is for new build home only. We want to discourage these types of repairs being reported before the 12 month defect inspection.
Routine Repairs – Completed at the end of the defect period
Repairs to external walls, paths and fences
Repairing damaged plaster
Replacing skirting boards
Replacing misted double glazed units
Replacing wall tiles (kitchen/bathroom)
Replacing window handles that are not a security or health and safety issue
Repairing and cleaning gutters and downpipes
Minor plumbing repairs and day-to-day repairs and replacements
Repairing doors, floors and windows
Repairing flooring which is not a health and safety issue
We want our tenants to have an energy efficient, safe and healthy home to live in. We accept that some of our homes can be harder to heat and/or be more susceptible to condensation and possible damp related issues.
If you are an Ocean tenant and you feel that your home is experiencing issues of damp, mould and condensation please get in touch using the dedicated reported form which can be found on the home page of our website or smartphone app.
We have a clear policy which sets out what we will do when you report such issues to us and how we will work with you to resolve.
You can find a copy of the policy on the policies and procedures page of our website here.
Our schedule of planned maintenance never stands still, providing Decent Homes to keep you warm, safe and comfortable. Looking after the fabric of the buildings is important to us and our homes meet the Decent Homes Standard.
We have an experienced asset management team who are responsible for the management of the Group’s core business assets – our properties which now exceeds 4700 and continues to grow.
The team has worked hard over recent years, along with Property Services, to make sure that every one of our properties meets Government standards. They keep track of works and surveys that have been done to each home and projected maintenance for many years to come. We complete Energy (EPC) surveys on properties to check energy efficiency and insulation levels.
The Asset Management team are in charge of drawing up and managing the programme of investment in Ocean’s properties
The team looks ahead at the ‘life cycle’ of our properties – which means looking as far as 40 years ahead, at the life cycle of heating systems, roofs, kitchens and bathrooms. Letters are sent out to notify tenants when their property is due for perhaps a replacement kitchen or bathroom suite.
Keeping you informed
Ocean knows that you are keen to find out when you are due an upgrade or replacement. Letters of notification will be sent out by the beginning of each year letting you know your property is in the programme for the year. You will then receive another notification approximately 3 months in advance of the works.
The Health and safety of our tenants is high priority. Throughout the year, Ocean carry out routine checks on all our properties:
• Gas safety checks as part of an annual service of all landlord’s appliances.
• A test and inspection of all electrical systems and installations on a five-year cycle.
• Gas and electrical safety checks prior to the letting of all vacant properties.
• The annual servicing of all Carbon Monoxide (CO) detectors and smoke detectors.
• Upgrade/Install fire safety equipment in larger blocks of flats.
You will be notified in advance when your property is due a routine safety check. Please give our staff or sub-contractors access to your property to allow them to carry out these annual safety checks as a legal obligation.
All our staff will carry ID. Always ask to see the card and if in doubt do not let them in.
Please contact us immediately on 01726 874450 if you have concerns.
Please note: If the staff are refused or unable to gain access to carry out our safety checks by the required deadline, Ocean is liable for a fine. This in turn will have implications on the annual service charge for your property.
We have injunction process to gain access for health & safety checks and will use these if deemed necessary. This may attract costs of up to £400 that will be charged to you for access issues.
If you suspect there is a gas leak you should immediately do the following:
Call National Grid’s Gas Emergency freephone number:
0800 111 999
Open all the doors and windows
Shut off the gas supply at the meter control valve (if you know where it is)
Gas Safety Guidelines
NEVER use a gas appliance if you think it is not working properly. Signs to look out for include yellow or orange flames (except for fuel-effect fires which display this colour flame), soot or stains around the appliance and pilot lights which frequently blow out.
NEVER cover an appliance or block the convection air vents.
NEVER block or obstruct any fixed ventilation grilles or air bricks.
NEVER block or cover outside flues.
CAUTION Whenever draught exclusion, ceiling or extraction fans, double glazing or conservatory extensions are fitted to a room containing a gas appliance, the appliance should subsequently be checked for safety.
Rubbish can become a health, fire and pest hazard. If you let it build up inside or outside your home, it will attract pests and could even cause a hazard in the event of a fire.
Here are a few tips to managing rubbish and preventing pest invasions:
Regular Rubbish Collection
- Please check when your bin collection day is and put out your rubbish in the bins provided to ensure your rubbish is collected regularly.
- If your rubbish doesn’t all fit in the bin, make sure bags aren’t put out until the morning of the collection day (not overnight) otherwise they may be torn open by pests and end up all over the street.
- Wash out packaging and tins for Recycling. For more information about Cornwall’s recycling services, visit the Cornwall Council website.
If you want to find when your waste and recycling is collected, please visit the Cornwal Council website and click on the ‘My Area’ on the top right and enter your postcode when prompted.
- Keep in mind that mice can get through a gap as small as 10mm, store all your rubbish in a dustbin with a securely fitting lid, and make sure the lid is replaced each time it is used.
- Leaving food waste on the ground will attract pests like rodents, foxes, ants and cockroaches so clear up spillages.
Large waste items
- Large waste items like furniture or building materials can be inviting for rats and mice who will use it for nesting. Visit Cornwall Council’s website for information about Bulky Waste disposal.
If you think there is an infestation in yours or an adjacent building you will need to call a local pest control service yourself. The Council offers advice on their website and Environmental Protection advice line.
0300 1234 212
Seal cracks and holes on the outside of the home including entry points for utilities and pipes. Store rubbish in sealed containers and make sure it is collected it regularly.
If the pests have created a hole into your property, contact Ocean to request a repair. Any form of repair identified that has led to a pest infestation will be treated by Ocean Housing and the repair rectified. Where a repair, which is the responsibility of Ocean Housing, is necessitated by neglect from the tenants or willful damage, we reserve the right to make a charge to the tenant.