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Q. Is there a level of service I can expect from someone visiting my home?
A. Yes all our staff follow a customer care code of practice this includes;
- Introduce themselves and show photographic proof of identification.
- Explain the nature and purpose of the repair or replacement.
- Conduct themselves in a proper and professional manner at all times, refrain from smoking and using bad language.
- Take care of your property and possessions and protect them from dust, paint, etc.
- Keep your home secure whilst working there.
- Keep safe all materials and equipment used on site to avoid danger to you and your visitors.
- Re-connect and test services such as gas, water and electricity at the end of each working day.
- Clear any rubbish arising as a result of the repair on completion of the work.
- Comply with Health and Safety legislation and relevant codes of practice.
- Comply with Golden Gates Housing Equalities & Diversity Policy.
- Where major works are involved, we will notify you of the level of disturbance before the work commences.
- Be polite and friendly
- Treat your home with respect
- Explain any follow up work
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Q. What happens if I apply to buy my home?
A. Once you make an application to buy your home we will only carry out emergency repairs, should you decide not to proceed with the purchase once we have received written withdrawal of your application you will receive the full repairs and maintenance service to your home. Once you buy your home you are responsible for all repairs and improvements.
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Q. What precautions can I make against frost?
A. In very cold weather keep your heating on low at all times this will prevent any damage caused by burst pipes. If you plan to go away even for a few days you could turn off the water at the stopcock and drain the system by turning on the taps and flushing the toilet.
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Q. What precautions can I make against condensation?
A. It is possible for a property to suffer from condensation, this is caused by moisture being carried by warm air and eventually landing on a cool surface. Condensation occurs mainly during cold weather, whether it is raining or dry, it appears on cold surfaces and in places where there is little movement of air. You can prevent the build up of condensation by not letting steam build up;
- Cooking; to reduce the amount of moisture cover pans and do not leave kettles boiling.
- Paraffin and portable flue-less bottled gas heaters; these heaters put a lot of moisture into the air - one gallon of gas or paraffin produces about a gallon of water, use an alternative form of heating.
- Washing clothes; put washing outdoors to dry, if using a tumble dryer make sure you vent it to outside.
- Keep bathroom and kitchen doors closed and open a window when cooking, washing or bathing.
Download our leaflet on condensation | |
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Q. Do you have any tips on ventilation?
A. Ensure you have enough ventilation in your home;
- Never cover airbricks or vents.
- Never seal up unused fireplaces without putting in some ventilation.
- Always keep the trickle vents open in modern double glazed units.
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Q. What can you tell me about Carbon Monoxide?
A. We service all our properties gas heating systems annually to reduce the risk of carbon monoxide poisoning. You can't see, taste or smell carbon monoxide and it can kill in a matter of hours. Early symptoms include feeling tired or drowsy, headaches and pains in the chest or stomach you are most vulnerable when you are asleep. The risks are very low as long as your gas heating system are serviced annually you should always take the following precautions
- Never block the vents on an appliance
- Never block any outside grills flues or air bricks
- Never use a gas appliance if you think it is not working properly, signs include yellow or orange flames, soot or stains around the appliance and pilot lights which frequently blow out.
- Always use a CORGI registered contractor to install any appliances ensure you have received written permission from Golden Gates Housing to carry out the work and you will also need to send us a copy of the Gas Safety Certificate.
- Never use a rotary-ceiling fan in a room with an open flue e.g. a gas fire or back boiler.
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Q. What precautions should I take with electrics?
A. It is important to remember to take precautions and care when using electricity and electrical appliances in your home;
- Do not touch electrical items or sockets with wet hands always have equipment checked if they come into contact with water before using them.
- If you suffer a power failure whilst using an electrical appliance re-set the meter by flicking the on/off switch to the On position your power should be restored. Then test each appliance individually by turning them on if your power fails whilst doing this you have a faulty appliance and need to have it repaired or replaced.
- If you have a pre-paid meter and have a power failure check and ensure that there is credit on the meter.
- If your lights flicker, appliances over heat or you have regular power failures and do not have any faulty appliances contact Property Connect.
- Make sure that wires and cables have not become frayed or damaged and that there are no loose or bare wires.
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Q. I am thinking of decorating - what should I consider?
A. If you are using a steamer to strip wallpaper the heat from the steam can sometimes crack and dislodge plaster-work. So if you are re-decorating for a special occasion or Christmas you need to plan in advance an ensure that no repairs are needed. If you need repairs to plaster-work you need to report these in plenty of time to ensure we are able to complete the works.
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