Repairs and maintenance FAQs

• If the property has a gas supply, we will ensure that the gas supply and any appliances are tested in line with current gas safety regulations to ensure they are safe and in working order. This check will be done before you move in and will be scheduled annually after that.
• When you sign your Tenancy Agreement, you will be given a copy of the Landlord’s Gas Safety Certificate and advised where the Emergency Control Valve is located and how to work it if needed.
• The Mains Water Supply will be left on and in working order.
• The Mains Stop-Tap (sometimes called a Stopcock) will be checked and will be left in working order. We will advise you where this is and how to work it when you sign your Tenancy Agreement.
• We will ensure the electricity supply is checked in line with the National Inspection Council for Electrical Installation Contractors (NICEIC) Inspection Procedure.
• Your property will be fitted with appropriate Smoke and Carbon Monoxide Detectors and Alarms. We are able to install Accessable Detectors for customers with additional accessability needs. Please discuss this with your Housing Officer if you require accessable or adapted alarms and monitors.

Although we are responsible for many of the repairs and the maintenance of your home, there are some repairs which you, as our customer, are responsible for. You should always ensure that repairs to your home are carried out by a suitably qualified person.

We have included a list of these below to assist you:

• Bayonet fittings and flexible hoses on cookers.
• Door bells.
• Door numbers.
• Fences (Please note, before you take on the property, we will assess your fences and other garden fittings as per our policy which can be found: Housing and neighbourhoods policies and procedures however once you move into the property these will become your responsibility).
• Floor coverings, including vinyl, carpets and laminates.
• Gates (as above, we will repair existing gates and posts installed by us, in line with our policy, but latches and bolts are your responsibility).
• You must maintain your own garden, unless it is a communal garden.
• If you or someone in your home breaks glass in a window or door, you are responsible for replacing this
• Kitchen appliances.
• Light bulbs inside your property.
• External lights such as security lights.
• Light fittings and bayonets which you have installed, except sealed light units in bathrooms and shower rooms.
• Replacement of door locks as the result of a lost key.
• Painting and decorations inside your home.
• Plastering any hairline cracks which can easily be filled.
• Plugs and chains in sinks, washbasins and baths.
• Taps or fittings you install yourself.
• Shelves installed by you.
• Showers (unless it was fitted by us, in which case we will maintain it).
• Batteries in the smoke detectors.
• Toilet seat.
• Television aerials and sockets, unless it is a shared aerial or communal system, in which case we will maintain it).
• Washing lines.
• Wasp nests – contact Pest control | Stoke-on-Trent
• Switches and sockets you wire or install (please note, if we find they are dangerous, they will be removed or disconnected and left safe).

Stoke-on-Trent City Council reserve the right to charge tenants for repairs due to wilful neglect and damage.

When carrying out any home improvements, you should bear in mind the following:

• Aside from basic decorating, no work must be carried out without our permission.
• Work must not be left unfinished or partly-finished.
• All work must be carried out to a high standard and must be kept to any specification we agree with you. Deviating from any agreed work could mean you are in breach of your tenancy and could lead to the property having to be returned to its original state at your cost.
• Consider your budget before seeking permission and making arrangements. In line with your tenancy, the work must be carried out within three months of us giving permission, regardless of any financial issues. Not doing this could mean you are in breach of your tenancy and the property has to be returned to its original state at your cost.
• If the work needs planning permission or approval from building control, it is your responsibility to seek this and to pay the fees to the appropriate department.

Please also note; Electrical and gas work must be carried out by a competent electrician who is registered to a professional scheme. You must give us the name of the electrician or gas worker, the name of the professional body they belong to and their membership number, and await our confirmation/permission before the work is carried out.

Before starting any work on home improvements, here's what you need to know:

Stoke-on-Trent City Council Repairs and Maintenance Service has a long-term maintenance schedule for all properties and all homes are assessed by a qualified assessor on an annual basis. 

However, if you wish to carry out improvements to your property, you are welcome to do so with our approval and supervision.

The below information gives a guide to how to go about this. In the first instance, you must contact us to discuss the work you wish to do. Email us at rms.enquiries@stoke.gov.uk

• After your initial conversation, we will assign a surveyor to your property. The surveyor will contact you within five working days to discuss your improvement plans and to arrange an appointment. This surveyor will be assigned to your case from the start of the works, through to the end.   
• The surveyor will assess the work you want to do and will then be able to tell you if it is likely that building control or planning approval is needed.
• The surveyor will also advise if it is likely you need water, gas or electricity supplier’s approval or involvement. If this is the case, it will be your responsibility to contact the appropriate supplier.
• Once the supplier has assessed the property and the work being planned, they must either provide a written confirmation that their approval/involvement is not required and that they agree to the work OR a written agreement of the work they are proposing. You should provide this to the Surveyor.
• The surveyor will then assess the full proposal and will advise you on the next steps.
• Please note, we do not have the finances to help towards the cost of the improvement or the available resource to complete the works. It will be entirely up to you to finance any project you hope to complete.
• We are not permitted to recommend any tradesperson. It is your responsibility to appoint an appropriate tradesperson to complete the job.
• Any repairs needed because of the work you have had carried out must be undertaken by you at your cost. We will not carry out any repairs to your improvement. 
• If any such work is not completed to a good standard, you must either have them altered or the property returned to its original condition.
• Any extra costs must be paid for by you.

The following works are not allowed in any property under any circumstances.

• Cat flaps are not to be installed in any kind of door.
• You must not install televisions on a flue above a gas or electric fire. Fitting a television above any heat source can cause overheating.
• Chimney breast removals are not permitted.

In addition, the following works are not permitted in any high-rise and medium-rise flats:

• Structural alterations
• Replacement of windows
• Replacement of front and lobby doors
• Installation of satellite dishes and aerials

Asbestos was commonly used in building materials mainly in the 1950s to 1980s due to it being a good insulator and being resistant to fire and heat. 

Although the mention of asbestos tends to alarm people, it usually only becomes dangerous when it gets damaged and fibres are released, because those fibres can cause damage to the lungs if breathed in. 

Asbestos can be commonly found in:

• Roof or garage tiles.
• Guttering, downpipes and fascia boards.
• Textured (Artex) ceilings.
• Floor tiles.
• Panels behind fires and heaters, electrical equipment, around boilers, beneath windows and in partition walls.
• Gaskets and rope seals inside gas appliances.

We have a robust Management Plan for dealing with asbestos in our homes which is managed by highly qualified and experienced Surveyors.

In some cases, we leave the material in place and monitor its condition regularly. 

However, if we are doing a big piece of work on your home, we will remove any asbestos or materials containing asbestos and replace this.  

It is imperative that you get our permission before you do any DIY work or improvements so that we can tell you if there are any potential problems with asbestos in your home.

Mould spores are invisible to the human eye but are always present in the atmosphere, both inside and outside homes.

They only become noticeable when they land on a surface upon which they can grow and multiply.

For mould to thrive and survive it needs four things:

• Moisture 
• Food (this could be the surface of a wall, such as wallpaper or paint.)
• Suitable temperature
• Oxygen

Black mould can grow on walls, ceilings, furniture, and even clothes and toys, which we understand can be extremely unpleasant. For more information on damp and mould, and the steps we are taking to prevent and treat damp, mould and condensation, see Support with damp, mould and condensation | Damp, Mould and Condensation | Stoke-on-Trent.

The stop-tap for your property will normally be found underneath your sink or in an out building, and you should be advised on its location when you sign your Tenancy Agreement.

However, if you don’t know where it is, ask your Housing Officer and ensure that everyone living in your home knows where it is.

In the event of a burst pipe, find out where any isolator valves are. These look like washing machine taps but have a slot in them which is used to turn them on and off with a screwdriver or coin. You can normally see them on the supply pipe leading to a sink, bath or cistern.

If you have a burst pipe:

• Try to catch the leak in a bowl or other container
• Turn off your stop tap – this can save a lot of time, expense and damage
• Call the repair line on 01782 234100 immediately. We will arrange for an emergency plumber to repair the leak

If there is a lot of flood damage, we can arrange to have your home dried out.

Please don’t put anything on the list below down your toilet or sink as they can cause a serious blockage:

• Food waste.
• Fats.
• Used nappies.
• Baby wipes or make-up wipes.
• Face cleaners.
• Cotton buds

To ensure your drains continue to work properly, please:

• Check the gullies and gutters which take rainwater away from your home regularly to  ensure they do not have rubbish or moss in.
• Check any pipes which take waste water away from your washing machine.

Winter care

In winter, blocked drains in sinks and baths can easily become frozen, making it impossible for water to pass through the pipes. If this happens, try pouring some salt down the plughole or drain and then wait 15 minutes before trying again. Salt is very good at melting ice.

If this doesn’t work, try pouring hot (not boiling) water directly into the plughole after the salt has had two or three failed attempts.

Severn Trent Water

Severn Trent supply all water to Stoke-on-Trent. Their website has lots of resources to help if your drains are blocked as well as tips on how you can save water and use it effectively.

Who is responsible?

All drainage pipes outside property boundaries are the responsibility of Severn Trent Water.

Stoke-on-Trent City Council is responsible for the drains within the boundary of your home.

Where there is a council property sharing a drain with a private property, Severn Trent Water is responsible downstream of where the two properties connect.

You can call  Severn Trent Water to log a call on 0800 783 4444, and Severn Trent will advise if the drain is their responsibility or the city council’s.

You can also call our repair line.

Water pipe responsibility | My water pipes | Tap water | My Supply | Severn Trent Water

You should report any issues with your electricity to us immediately by calling 01782 234100 or online Reporting repairs | Council Housing Repairs | Stoke-on-Trent

Power cuts

The power supply in Stoke-on-Trent comes from Western Power Distribution. If there is a power cut affecting more than just your house, contact them on the link below.

National Grid - Homepage

There are a number of steps you can take to ensure that you and your family stay safe in your home:

• Ensure plug sockets are not overloaded.
• Ensure plugs and sockets are not damaged.
• Check all the cables and leads are in good condition.
• Check your light fittings on a regular basis and ensure they don’t look damaged. Report any changes to us immediately.
• Don’t store anything that could catch fire around your fuse box, electricity meter or electrical intake.
• Don’t put anything on top of the microwave.
• Don’t run cables under carpets or rugs.
• Never take mains-powered electrical items into the bathroom.
• Ensure you switch off your electrical items when they are not in use.

We do not keep spare keys to your home and we are not responsible if you lose your keys. If you have lost your keys, we are able to change locks to get you back into your home, but there will be a charge to you for this.

We would recommend having a spare key cut which can stay with a neighbour or family member in case of emergency.

We take fire safety extremely seriously and we take a number of measures to make your home as safe as possible.

A smoke alarm can increase your chance of surviving a fire by up to four times. We provide smoke alarms and test them every year but you are personally responsible for making sure they continue to work. You should test your smoke alarms every month and if they are faulty, tell us immediately. 

There is more information about fire safety available here: Fire safety in council homes | Repairs and maintenance FAQs | Stoke-on-Trent

We are responsible for safely maintaining the gas services in all Stoke-on-Trent City Council homes. As part of this, and by law, we have to carry out a gas safety inspection of every property every 12 months.

As part of your tenancy agreement, it is essential that you allow us access to your property to carry out the inspection.

We take our obligations to our customers very seriously and our team works extremely hard to ensure that we meet these responsibiities. If we are refused access to your home or if you fail to keep appointments with us, you risk legal action being taken against you.

Appointments are autotmatically generated and a letter will be sent to you approximately 14 days before your inspection is due. The appointment will either be a morning call (before 1pm) or an afternoon call (after 1pm). If the appointment given is not convenient, please let us know as soon as possible so that this can be changed.

Your gas supply will be assessed by a qualified Gas Engineer who will be Gas Safe Registered and will carry suitable ID which can be checked by calling the number on the reverse of the ID card.

Once the Gas Safety Inspection is completed, we will send you a copy of the Gas Safety Certificate for your records. We will also keep a copy of this.

What do we do?

Our Engineers will inspect and service any appliances which Stoke-on-Trent City Council has provided to you. This may involve removing parts of the appliance either to clean or replace them. We will check all ventilation, smoke detectors and other machinery attached to your gas appliances and replace anything which is missing or not working properly.

In addition, our Engineers will carry out a visual inspection of any gas appliances you own, although it is your responsibility to arrange and pay for a full service of these and to ensure you follow all manufacturers’ guidelines. 

Please note: The Engineer has a legal responsibility to disconnect any appliance which is found to be unsafe. Should this occur, they will give you advice on what to do next.

The appointment

The Gas Service appointment will normally take between 30 and 90 minutes. However, if the Engineer finds a problem, the appointment might take longer.

In order for us to carry out the inspection, you must ensure that a responsible adult over the age of 16 is in the property.

If you’re unable to keep your appointment, please call the number on the letter to rearrange.

If you’re not at home when we call, we will leave a card with a further appointment date and time. If you fail to keep this second appointment, a sticker will be left on your door asking you to phone us urgently.

If you don’t respond or if you fail to keep further appointments, you will be in breach of your tenancy and risk legal action being taken against you.  

If you smell gas or you think that your appliances aren’t working properly, the following information is imperative:

• Turn off the appliance immediately.
• Turn off the gas supply at the emergency control valve (normally next to the gas meter).
• Open doors and windows to let fresh air in.
• Don’t turn on electrical switches or appliances – even a tiny spark could cause an explosion.
• NEVER smoke or use flames such as matches, candles or anything else which could ignite a fire.
• Call the National Gas Emergency Service on 0800 111 999.
• Call the Repairs and Maintenance Service on 01782 234100 to let us know what’s happening.
• DO NOT turn on the gas supply or the appliance until it has been checked by a Gas Safe Registered Engineer.
• NEVER try to repair the problem yourself or to install gas appliances or supply pipes. You could be putting yourself and your neighbours in danger and may be breaking the law.
• NEVER block air bricks, flues or other devices which bring fresh air into your home.

We have a legal obligation to maintain the electrical installation in your property to ensure it is safe when your tenancy begins and remains in a safe condition as you live in the property.

Every electrical installation deteriorates with age and use so it’s vital that we ensure that these remain in a safe condition which is suitable for your use.

In order to do this, in line with current guidance, we carry out Electrical Installation Conduct Reporting every five years.

We take our obligations to our customers very seriously and our team works extremely hard to ensure that we meet these responsibiities. If we are refused access to your home or if you fail to keep appointments with us, you risk legal action being taken against you.

Appointments are autotmatically generated and a letter will be sent to you approximately 14 days before your inspection is due. The appointment will either be a morning call (before 1pm) or an afternoon call (after 1pm). If the appointment given is not convenient, please let us know as soon as possible so that this can be changed.

The inspection will be carried out will be assessed by a qualified Electrical Engineer, who will carry suitable ID which can be checked by calling the number on the reverse of the ID card.

The inspection

The inspection appointment will normally take between two and three hours. However, if the Engineer finds a problem, the appointment might take longer.

In order for us to carry out the inspection, you must ensure that a responsible adult over the age of 16 is in the property.

If you’re unable to keep your appointment, please call the number on the letter to rearrange.

If you’re not at home when we call, we will leave a card with a further appointment date and time. If you fail to keep this second appointment, a sticker will be left on your door asking you to phone us urgently.

If you don’t respond or if you fail to keep further appointments, you will be in breach of your tenancy and risk legal action being taken against you.  

You can report an electrical repair, such as a broken socket or light, or loss of power by contacting us: Reporting repairs | Council Housing Repairs | Stoke-on-Trent

DO NOT try to fix the problem yourself. You may be breaking the rules of your tenancy and could put yourself, your family and neighbours at risk.