Looking after your home

Repairs and maintenance

How to contact us to report a repair

By phone
During the hours of 8.00am to 6.00pm, Monday to Friday - 0300 123 8084 These lines are manned by full time Repair Co-ordinators.

Outside the hours of 8.00am to 6.00pm, Monday to Friday, an emergency only service is provided by ringing the same number – 0300 1238084. This line is manned by an emergency stand-by officer.


By e-mail
You can register your repair request by e-mail using the following address repairs@ccgwynedd.org.uk

Please ensure you detail the nature of the problem, the property address and your contact details (name and telephone number) in your e-mail.


By Letter
You can register your repair request by writing to:

Repairs, Cartrefi Cymunedol Gwynedd, PO Box 206, Bangor, Gwynedd, LL57 9DS.

When you first report your repair you may be asked to send a photograph of the repair (where applicable/possible). This will help us diagnose what work needs to be done and ensure we send the right operatives with the right skills to complete the work within the appropriate priority group.

The repair priorities and their timescales are stated below:

  • Emergency repairs – up to 24 hours
  • Routine repairs – up to 1 month
  • Batched / major maintenance work – up to either 3, 6 or 12 months, depending on the work

Emergency repairs
There will be no changes to how we prioritise emergency repairs. This work is focused on ensuring the safety of your family and the general public. This may entail a temporary repair before we do a follow on job to complete the work. When you report a repair you’ll be asked a number of questions so that we’re clear about the seriousness of the issue and the risks or dangers involved.

Routine repairs
Routine repairs are small jobs that should take around an hour or two to complete. For jobs that CCG staff deliver we’re proposing a community based repair team. This means that for an agreed period of time the same operatives will be working in the same localities. They will be visiting some areas on the same day (or days) of the week/month. Our aim is to try and complete jobs right first time and to have the correct materials available in the van on that day. The timescale for these jobs is up to 1 month, but you will be offered the most suitable appointment slot for you, which could be the following day or even 20 days away.

Batched repairs
Our batched repairs programme will group together certain types of non-urgent repairs by area and complete those in one go. You will be informed when you report your repair if it’s likely to be classed as a batched repair. Grouping the work will help us identify common problems that may benefit from larger planned maintenance programmes. Typically these jobs could take anywhere between a few hours to one day to complete. If you’re reporting a glazing repair for example, we will have to visit twice, the first visit to measure for the glass and then a second visit to install it. We will try to arrange a follow on appointment when the original appointment is made where possible so you that know when the work will be completed.

What type of repair could be included in the batched repairs programme?

Anything from repairing a garden fence to a kitchen/bathroom replacement. Any work that requires the use of scaffolding will also be classed as a batched repair. We will not include any work where there is a serious risk to your health and safety, or a chance of long lasting damage to the building.

Major maintenance work
Major maintenance work tend to be larger and more complex repairs which could take more than a few days to complete. These jobs could be following an inspector’s visit or work on properties that have previously refused WHQS work. We may have to bring in specialised contractors to carry out more technical surveys or to complete the work. Some of these jobs could be part of CCG’s capital works programme where Tîm Trwsio has been selected to carry out the works.

Emergency repairs - up to 24 hours

Examples:

  • Total loss of hot water
  • Total loss of electricity supply
  • Total loss of communal lighting
  • Blocked foul drain
  • Total loss of water
  • Severe burst water main
  • Flooding within property
  • Gas leak
  • Blocked gas flue
  • Complete loss of heating
  • Security breach to windows or doors (entry systems)
  • Board up windows and/or doors*
  • Complete failure of handrail and/or staircase
  • Make safe - fire damage
  • Blocked toilet*
  • Complete failure of warden alarm or call system
  • Failure of fire, carbon monoxide (co2) alarms, smoke detectors etc.
  • Make safe - severe storm damage (weather permitting)
  • Offensive or racist graffiti

Routine repairs - up to 1 month

Examples:

  • Minor plumbing repair (including leak and/or defect)
  • Blocked sinks, basins and baths
  • Blocked main drain or soil pipe
  • Blocked toilet where there’s more than one toilet available at the property*
  • Defective cistern
  • Partial heating fault
  • Minor electrical fault (e.g. single socket, single light switch)
  • Partial loss of communal lighting
  • Security lighting (residential)
  • Window and door parts (including garages, sheds and outhouses)
  • Minor plastering repairs
  • Minor joinery repairs
  • Minor repair to flooring
  • Damage to stair treds/handrail/banister
  • Minor repairs to tiling
  • Minor repairs to fire places
  • Minor repair or replacement to bathroom/kitchen (single) e.g. sink, tap, single cupboard
  • Minor repairs to rendering /external wall and brick work - including repointing
  • Minor repairs to external walls/fences paths and gates
  • Minor roof leaks / water ingress
  • Minor repairs to chimney
  • Minor repairs to shed/garage/outhouse
  • Communal TV aerials
  • Pest control where CCG is responsible

Batched / major maintenance work

Examples: Up to 3 months

  • Severe dampness
  • Large plastering work to multiple walls and/or rooms
  • Retiling (full wall or room)

Examples: Up to 6 months

  • Fire place - removal
  • Structural changes to internal walls
  • Partial or full flooring replacement
  • Individual window and door replacements
  • Painting repair
  • Replacement of or fitting of hard wired smoke alarms
  • Replacement of multiple parts to kitchen or bathroom (e.g. bath and wash basin)
  • Large repairs and/or replacement of rendering /external wall and brick work including - repointing
  • Large repairs to or non-programmed replacement of roof
  • Chimney replacement/removal/rebuild
  • Porches and canopy replacements and removal

Examples: Up to 12 months

  • Annual boiler servicing (gas/oil/solid fuel/chimney sweep)
  • Blocked gutter, minor works to soffits, fascia and rainwater pipes
  • Shed replacement
  • Removal of non-offensive graffiti
  • Large repairs or partial replacement to external walls, garden boundaries/fences, paths and gates

* May be a rechargeable repair


Appointment availability

For the purpose of the repairs service all properties have been allocated to one of the following seven areas;

  • Caernarfon
  • Ogwen
  • Bangor
  • Gwyrfai
  • Dwyfor
  • North Meirionnydd
  • South Meirionnydd

The majority of our housing stock is located in Bangor, Caernarfon, Pwllheli, Blaenau Ffestiniog, Dolgellau and Bala, but we have properties across the county in towns, villages and rural areas including Llanfairfechan in the top North corner down to Corwen in the east. Under the existing arrangements a lot of time is spent travelling between one responsive repair job to another.As part of the pilot we’ve been looking at how we can reduce the time spent travelling and increase the time spent carrying out repairs in your home.

We have identified operatives who will be working in specific areas on certain days of the week. The number of operatives and frequency of visits to an area has been based on the amount and type of completed repairs over the past few years. This will be reviewed during the pilot and any further amendments will be implemented. If we do make any changes to appointment days we will let you know.

When you contact us to report a repair we will offer you an appointment that’s convenient to you from the timetables below. This is one of the ways we are addressing the issues raised in tenant feedback, which is that you don’t know when our operatives will be coming to complete the work.

Appointments for all types of responsive repairs (excluding roofing)
Appointments for electrical repairs only
No appointments available on this day in this postcode area

Caernarfon

Postcode Monday Tuesday Wednesday Thursday Friday
LL55 1
LL55 2
LL55 3

Ogwen

Postcode Monday Tuesday Wednesday Thursday Friday
LL57 1
LL57 3
LL57 4

Bangor

Postcode Monday Tuesday Wednesday Thursday Friday
LL57 2
LL56 4

Gwyrfai

Postcode Monday Tuesday Wednesday Thursday Friday
LL54 6
LL54 5
LL54 7
LL55 4

Dwyfor

Postcode Monday Tuesday Wednesday Thursday Friday
LL53 5
LL53 6
LL53 7
LL53 8
LL49 9
LL51 9
LL52 0

North Meirionnydd

Postcode Monday Tuesday Wednesday Thursday Friday
LL41 3
LL41 4
LL42 1
LL48 6
LL44 2
LL45 2
LL46 2
LL47 6

South Meirionnydd

Postcode Monday Tuesday Wednesday Thursday Friday
LL35 0
LL36 0
LL36 9
LL37 2
LL38 2
LL39 1
LL40 1
LL40 2
LL21 0
LL23 7
SY20 9

Frequently Asked Questions

My repair is for the outside of my home, will I be offered an appointment?

Under existing arrangements if a repair is for the outside of your home where access to your home is not required; such as roof, gutters, rendering, fencing, paths etc. you would not have been offered an appointment.

Under the pilot we will offer all external responsive repair requests an appointment. Only a date will be offered, not an AM, PM. The reason being that time it takes to complete these jobs can be difficult to predict until the operative(s) arrive. We may not need you to be at home for all external repairs but we may need access to the roof space, the back garden or side of your home. This will be discussed with you when you report the repair.

Please note that our ability to complete external work can be affected by weather conditions such as too windy to go on roofs or too wet to lay concrete paths. If we need to change an appointment due to the weather we will contact you to let you know and re-arrange an alternative date.

What if I need a specific appointment time?

We cannot guarantee a specific time as we don’t always know beforehand how long it will take to complete appointments earlier in the day, but if you have issues, such as regular visits from a health visitor or you leave for work at a certain time, please let us know at the time you report your repair and we will try to work around these where possible. We will remind you that we are coming to do the work so if the appointment is no longer convenient please let us know and we will re-arrange it.

Why am I being asked to take a photograph of my repair?

You may be asked when you report the repair if you are able to a photograph. For example if tiles have fallen off we can see the colour or if a fence has blown over we can see what type of fencing you have or how many replacement panels are needed. We are aware that photographs won’t work for all repairs but it helps us understand more about what work is needed and allocate the most appropriate priority before we send an operative out to your home. This will help us minimise the amount of times we need to visit your home to complete the work. Currently you can send your photographs by email or our facebook page, but we are looking at other methods to simplify the process.

Why are you going to some areas more often than others?

The appointment slots are based on a combination of;

  • the number of CCG properties in a postcode
  • an understanding of the volume of likely repairs based on an analysis of how many repairs have been done in that area over the last few years
  • making the best use of the operatives’ time by reducing the amount of time spent travelling

The postcodes with the highest number of properties and/or highest demand will have the most appointment slots. This will be reviewed through the pilot.

What happens if the appointment days in my area are not convenient to me?

Where possible we want to stick to these days to help improve the efficiency of the repair service and get value for money. If the pre-identified days are not convenient we will work with you better understand how we can improve the appointment availability. Where there are issues that cannot be resolved we will try and accommodate these by arranging an appointment outside of the identified days.

The repair is for my roof and/or gutters, when are appointments available for these types of repairs?

We have a team of two operatives to complete some of the roofing and guttering repairs. Appointments will be offered in the areas and days detailed below:

  • Monday - Bangor, Ogwen
  • Tuesday - North Meirionnydd
  • Wednesday - South Meirionnydd
  • Thursday - Dwyfor, Gwyrfai
  • Friday - Caernarfon

The responsive roofing repairs team will only be able to do roof and gutter repairs that can be safely completed using a ladder. If following a visit they find that scaffolding is needed to complete the work, it will be referred to an inspector who may need to visit your home again to determine what additional work needs to be carried out. You will be kept informed of when the work will be completed.

Rechargeable repairs are repairs that are needed because the tenant has not looked after their home properly or because of the wilful damage to fixtures and fittings internally and externally by a tenant, member of a tenant’s household including pets, or any visitors to the tenant’s property. We will carry out repair work that is not a result of fair wear and tear and recharge the tenant for this work.

If the work required has been identified as a rechargeable repair, we will let you know, and, we will send you an estimate of the cost of the works. You will not be expected to pay the amount until the work has been completed. Once the rechargeable repairs have been completed by Cartrefi Cymunedol Gwynedd (CCG), you will be invoiced the actual cost of the work along with instructions on how to pay the invoice. The actual balance will be outstanding on your account until the invoice has been paid.

Rechargeable Repairs Policy

Condensation can often be mistaken for damp. It is a common problem but can be avoided. Here is some advice on how to prevent condensation.

What is condensation?

There is always some moisture in the air, even if you can’t see it. When warm moist air cools down or hits a cold surface drops of water appear – this is condensation. This is what happens when your bathroom mirror steams up and when your windows mists up.

Look for it in corners, near windows, on outside walls or behind cupboards and in rooms you don’t use often. Moisture is also found in bathrooms and can be easily seen on tiles.

Condensation can lead to mould which can damage your furniture and belongings.


Where does it come from?

Your body produces moisture all the time, when you breathe and sweat. We also put lots of moisture into the air when we take a bath or shower, dry our clothes indoors and cook or wash the dishes. Bottled gas heaters and paraffin heaters also produce a lot of moisture. This moist air travels through your home and when it comes into contact with a cool surface it will condense.


How to remove mould

If caught early mould can be easy to remove. You can normally wipe it off with a disposable cloth using household cleaner or a fungicidal wash which carries a Health and Safety Executive approval number. Wipe over the area again every few days using diluted household cleaner to stop the mould growing back. It works best when it becomes part of your regular cleaning routine.


Prevent condensation and mould…

  • Keep the kitchen door closed when cooking and open windows
  • Keep lids on pots and pans when cooking
  • If you have an extractor fan in the kitchen and bathroom make sure you use it
  • Keep the bathroom door closed when having a bath and leave window open after bathing
  • When running a bath - run cold water first and hot water last to reduce steam
  • Don’t overfill cupboards and wardrobes - make sure air can circulate
  • Don’t keep furniture and beds hard against walls
  • Keep your heating on low throughout the day in cold weather
  • Avoid using flueless gas or paraffin heaters
  • When using a tumble dryer make sure the hose is put out of a window or door
  • Keep a window open when drying clothes indoors
  • Don’t dry clothes over warm radiators

Keep your home warm

If your home is warm condensation is less likely

  • Try and maintain a little heat throughout your home especially during cold weather
  • Don’t trap heat - avoid placing large pieces of furniture in front of a radiator this prevents the heat from circulating
  • Keep curtains above radiators
  • Thick curtains stop heat escaping – remember to close them at dusk
  • Keep curtains open on sunny days to help warm rooms
  • Keep doors open in rooms that get lots of sunlight – this will allow the warm air to circulate in your home

Remember!

  • More ventilation
  • Steady heat
  • Less moisture

What to do next

If you continue to experience condensation and problems with mould it may be necessary to have a technical survey carried out on your home. This can be arranged by contacting us at CCG for advice. Where required we will register your call and send a trained member of staff out to inspect your home.

Tenant Handbook - Home SafetyWe want you to enjoy your home and to be safe there.

Download our Home Safety leaflet – which gives you details and advice on :

  • Gas safety /Carbon Monoxide
  • Electrical safety
  • Fire safety
  • Asbestos information

Home Safety

Tenant Handbook - Home Contents Insurance

Have you insured your belongings?

  • How would you cope if your furniture and possessions were damaged or stolen?
  • Many tenants wrongly believe that Cartrefi Cymunedol Gwynedd insure their home contents – this is not the case.
  • CCG do not insure your personal belongings, furniture or internal decorations against theft, fire, vandalism or burst pipes / water damage
  • Tenants must take out their own home contents insurance.
  • Tenants need to take out household insurance either by making their own arrangements or alternatively by taking out home contents insurance under a specific CCG scheme arranged by Aviva. Home contents insurance can be as cheap as £1.47 per week (estimate/subject to change) and can be paid with your rent.

For more information contact us on 0300 123 8084 and ask for the rents team.

Download the Home Contents Insurance leaflet here:

Home Contents Insurance

This important guide aims to give you information on what precautions you can take within your home to protect you from Legionnaires’ disease.

What actually is Legionnaires Disease?

It is an illness contracted by inhaling drops of water contaminated by Legionella bacteria. The bacteria is actually found in most water systems, but multiplies and becomes dangerous in stagnant water with temperatures between 20°C and 45°C. It is killed in temperatures above 60°C.


Where does it come from?

Legionella bacteria are widespread in natural water systems, e.g. rivers and ponds. However, the conditions are rarely right for people to catch the disease from these sources. Outbreaks of the illness occur from exposure to legionella growing in purpose built systems where water is maintained at a temperature high enough to encourage growth, e.g. hot and cold water systems, spa pools, cooling towers and evaporative condensers used in all sorts of premises (domestic, work and leisure).


How do people get it?

People contract Legionnaires' disease by inhaling small droplets of water (aerosols) suspended in the air containing the bacteria. Certain conditions increase the risk from legionella if:

  • The water temperature in all or some parts of the system is between 20°C - 45°C, which is suitable for growth
  • It is possible for breathable water droplets to be created and dispersed, e.g. aerosol created by shower heads, water outlets, spa baths
  • Water is stored and/or re-circulated
  • There are deposits that can support bacterial growth providing a source of nutrients for the organism, e.g. rust, sludge, scale, organic matter and biofilms
  • Outlets are used infrequently
  • The system contains dead ends or unused pipe work, e.g. hot water feed for cold fill only machine

Reducing the risk of Legionella – what can I do?

The risk of Legionella causing illness in small domestic properties is exceedingly low. Possibly the biggest risk is when you have been away from the property for more than a week or so, e.g. on holiday, or there are additional taps/showers/toilets that are not used daily. Good practice in this situation is simply:

  • Run the hot water taps (a very unlikely source anyway) for a minimum of 60 seconds
  • Flush shower heads for a minimum of 60 seconds (to do this, remove from holder before turning on the shower, then hold down over plug hole to lessen risk of inhaling sprayed droplets)
  • Shower heads should be dismantled and cleaned of scale and debris every 3 – 6 months, especially in showers that you know have had infrequent use
  • Keep the hot water on your boiler system at a temperature of minimum 60°C WARNING: BE AWARE OF SCALDING!
  • Flush the toilet twice to circulate fresh water through the system and empty the cistern
  • Check that the cold water system runs cold after 2 minutes
  • If you have one ensure cold water tank lid is closed
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