This welcome pack has been provided to assist you in looking after and enjoying your new home. Please review this pack at your earliest opportunity and make yourself familiar with all the emergency shut off points and safety valves.
INFORMATION FOR THE CUSTOMER
Reporting repairs to One Vision Housing
We are committed to delivering high quality homes and have a dedicated Customer Service team to handle repairs requests. Please ensure all repairs are reported to One Vision Housing.
It is important that you tell us of any reported defects and/or repairs, so we can make sure these are logged, processed and monitored correctly.
To report a repair, please get in touch. 0300 365 1111
Log in to My Account
For more details on how you can sign up for My Account, please visit ovh.org.uk/my-account
Settlement
Each new home is individually built and hand crafted. This means some level of variation can be expected within the finished appearance. A lack of uniformity, due to the nature of the materials used, and the way in which they interact and settle is not an unusual occurrence and happens with all new buildings.
Operation manuals and certificates
Operation manuals and necessary certificates are included with your welcome pack, so please make sure that these are kept in a safe place.
IN AN EMERGENCY
Please review the information in this guide and ensure you are familiar with the necessary shut off points and safety valves in case of an emergency.
How to turn off your electric
Electricity can be turned off at your consumer unit. Please refer to page 6 for further information. Your electric meter is located on the outside wall of the property in a white meter cupboard.
How to turn off your water
If you have a burst water pipe you will need to shut off your water supply immediately at the stop tap and contact One Vision Housing. Your stop tap is located under the sink in your kitchen. Please refer to page 7 for more information.
Emergency contacts
Landlord
One Vision Housing 0300 365 1111
Water
United Utilities
If you have an urgent issue (e.g. no water or poor pressure) please check on the following website in the first instance to see if there are any issues in your area: unitedutilities.com/emergencies
For any emergencies please call 0345 672 3723
HOW DOES EVERYTHING WORK?
Electric
Your electric meter is located on the outside wall of the property in a meter cupboard. This means the energy provider will not need to come inside of your home to read the meter.
The consumer unit will be positioned either in the entrance hall, or the storage cupboard under the stairs. In the interest of your safety, the consumer unit has miniature circuit breakers (MCB) which act like fuses, but will not need rewiring should they fail.
If there is a fault in the property’s wiring or a fault with an appliance you have plugged in, the MCB will switch off the electricity supply (this can also happen if a bulb “blows”). You will be able to see at a glance, which fuse is not working and simply switch it back on.
Please note, one of your own appliances could have a fault which causes the
electrics to trip. You can locate the faulty appliance by unplugging all appliances, resetting the consumer unit and then plugging your appliances back in one by one. Once the faulty appliance is identified, you will need to stop using it and have it serviced by a reputable appliance service provider. If you are unable to identify a faulty appliance and are still having problems after resetting the consumer unit, please report this to One Vision Housing.
Water
If you have a burst water pipe you will need to shut off your water supply immediately at the stop tap and contact One Vision Housing.
The stop tap under the sink in your kitchen. It may take a few seconds for the water to stop flowing. Please ensure you know where it is and can turn it off in case of an emergency (e.g. if you have a leak).
Isolating valves have been installed on both hot and cold water pipes
(just below the final connection to the sanitary fittings, the kitchen sink and the shower pipe). Isolating valves can be operated by using a flat head screwdriver to shut off the water supply to a faulty appliance.
Thermostatic restricting valves have been installed on the hot taps at your property to comply with energy saving guidelines. These valves control the temperature of the water flow to your property. In order to prevent injuries from hot water the temperature has been set to 46 degrees and cannot be set higher.
Alarms
Smoke detectors are located in the hallway and kitchen/lounge areas, along with a heat detector and carbon monoxide detector in the kitchen or near the boiler.
Both of these detectors are hard wired to your property with a battery backup. If they start to beep repetitively, change the batteries. This is your responsibility.
Air Source Heat Pumps
An air source heat pump draws heat from the outside air and transfers it indoors to warm your home and provide hot water. It works by using a refrigeration cycle to absorb heat from the air, even on a cold day, and then amplifying it to a higher temperature for use in your heating system.
The pump’s hot water cylinder is in a cupboard, either upstairs or downstairs, depending on the property.
The customer needs to fill in the warranty information on Daikin’s website.
Appliances
If your property has built-in appliances (oven, hob, cooker hood, dishwasher), the user manuals can be found in the welcome pack.
All appliances supplied must be registered with the manufacturer as soon as possible to ensure that, should the appliance fail, you are covered under the manufacturer warranty. Should you experience
issues with the appliance, these should be reported directly to the manufacturer, unless an installation fault.
Ventilation
An extractor fan has been fitted in both the bathroom and kitchen. Isolator switches are located above the bathroom door and need to be on in order for the fans to operate. Regular cleaning of the extractor fans is required to avoid dust buildup which can cause the fan to break down.
Trickle vents are fitted to the top of all the window frames. These should be left open to reduce condensation and kept clear of dust.
Wifi and telephone
Your property has been prepared for connection to BT. You must arrange an engineer to attend to your property.
Once an engineer has attended and connected up your property, it is your responsibility to arrange your chosen network provider to attend and connect up to their network.
Television
There is a high-grade digital aerial, which has been tested in your property and the aerial socket is ready for immediate use.
All new television sets incorporate digital television, however, if your television set is an older model, you may not be able to auto tune this to the aerial.
Please note, it is your responsibility to ensure you have a television licence when you move in to the property.
Kitchen connections
Your property has a built in oven, hob and cooker hood.
The pipework for a washing machine is under the sink. It is recommended a qualified plumber fit your washing machine.
Bins
To order your bin, please visit cheshireeast.gov.uk/waste_and_ recycling/bins/request-a-bin-orreport-a-damaged-or-lost-bin.aspx
MAINTENANCE
Kitchen
The units and worktops in your kitchen have been manufactured to a high-quality specification and we strongly advise the user to read these guidance notes carefully before cleaning or polishing any fitments.
Please note, it’s important to recognise that wall and base units located adjacent to ovens, hobs and frequently used appliances (such as kettles and boiling pans) can suffer from excessive condensation. In such cases great care must be taken to ensure that units subjected to such conditions are wiped clean and dried thoroughly to avoid delamination.
Doors and drawer fronts manufactured in laminated chipboard should be kept clean, using a soft dampened cloth containing a mild detergent. Heavier stains may be removed by using a cream cleansing agent; however harsh abrasive agents, such as acids, bleaches, petrol, scouring pads, wire wool and so called cleaning aids should be avoided. During cleaning, do not use excessive amounts of water.
To maintain the appearance of sink and taps clean only using a damp soft cloth. A solution of warm water and a mild liquid detergent may also be used where necessary, and then rinse thoroughly.
Abrasive cleaners or acidic cleaners must not be used under any circumstances. Avoid contact with all solvents.
Bathrooms
Your bathroom suite has been designed to give years of reliable service, provided it is properly maintained and cared for.
It is recommended that enamel baths are cleaned after every use with warm soapy water, rinsed and if desired polished with a soft cloth.
Never use gritty or abrasive cleaners.
Important Information
Do not flush any kind of wipes, nappies, or any sanitary products down your toilets.
We understand that some wipes may say “flushable” on the packaging, but we do not advise these items are flushed as they have been known to frequently cause issues with clogging drainage systems.
The drains have been inspected by CCTV prior to the properties being lived in. It will be your responsibility to clear a blockage that occurs due to any improper items being flushed.
A new home needs some time to dry out gently. This is due to the great deal of moisture held within the fabric of the building. Materials used in your home, such as timber and concrete, alter in size and shape as they dry out.
The drying out process will take time and will depend on the local weather conditions and occupancy levels.
As each room is heated and lived in, the timber and plaster materials will shrink and as a result some minor cracking may appear. These cracks are nothing to worry about as they are not a structural matter and can be repaired with a little redecoration.
Please note, minor cracking is not the builder’s responsibility.
Efflorescence is a natural consequence of brickwork drying out. This may appear as white staining (salt) on the face of the brickwork. This is a normal occurrence, and it will disappear over time.
Condensation is a consequence of excess moisture in the air which can cause mould. If allowed to persist it can damage floor covering, clothes and bedding etc.
The following points will aid the drying out process:
• Keep a reasonably even temperature throughout the day.
• Reduce condensation by covering pans when cooking, using cooker hoods and extractor fans where possible and avoiding drying clothes on radiators.
• Wipe condensation on windows clean as soon as it appears.
If you are concerned about damp, mould, and condensation in your home, please call 0300 365 1111, email repairs@ovh.org.uk, or scan the QR code.
• Keep your home well ventilated by opening the trickle vents located on your window frames and leave internal doors and builtin cupboard doors open a few inches to encourage air flow circulation.
• Use central heating sparingly at first so that the newly built structure warms up gently and has time to dry out gradually.
Gardens
Your garden has been newly landscaped and needs to be treated carefully. Please allow time for the soil and turf to bond and take root, this is usually around six weeks, but can be longer during autumn and winter months.
During this time, do not build any new structures on top of the turf, for example sheds. This could cause shadowing which can limit grass growth and cause flooding. Please also ensure the turf is watered and do not walk across it.
Once the soil and turf have bonded, your garden will require maintenance to preserve its quality.
Natural sloping is not unusual in new build properties and some pooling of water may occur within the first few months of occupancy. If the water is not excessive and remains three metres away from the property, there is no cause for concern and should rectify itself naturally.
Q: Is my property registered for post?
A: Your property should have already been registered with Royal Mail. You can check if your address is registered here: royalmail.com/find-a-postcode
If it is not listed, it can be registered by clicking “I can’t find my address in Postcode Finder”
Q: Who are my utility providers?
A: Your gas and electric are both automatically set up with British Gas. If you need to contact them, you can call 0333 202 9802 or visit britishgas.co.uk
In an emergency, such as a gas leak, you should call the Gas Emergency Services on 0800 111 999.
Please note, you can change your gas and electric supply to a provider of your choice.
Your water supply is with United Utilities. If you need to contact them, you can call 0345 672 2888 or visit unitedutilities.com
In an emergency, such as a water leak, you should call them via 0345 672 3723.
Q: Who is my broadband (internet) provider?
A: Your property is currently connected to BT Openreach via the media station (white box) located in your living room.
If you need to contact them, you can call 0800 023 2023 or visit openreach.com
Please note you can change your broadband supply to a provider of your choice. Please contact your preferred provider to see whether they offer coverage in this area.
Q: Where do I park?
A: There are allocated driveways for each property. Please refrain from parking on the road. All other spaces provided on the estate are for use by other properties and are not for use without permission by One Vision Housing.
Q: When is my bin collection?
A: For details on collection days, please visit cheshireeast.gov.uk/ waste_and_recycling/bins/bincollection-days.aspx
Q: What council tax band is my property?
A: Please contact Chesire East Council to confirm your council tax band and set up a payment.
Visit cheshireeast.gov.uk/ council_tax/paying-council-tax/ paying-your-council-tax.aspx or call 0300 123 5039
Q: Are pets allowed?
A: Pets are not allowed.
LOCAL INFORMATION
Medical and health
Leighton Hospital
Middlewich Road
Crewe
CW1 4QJ
01270 255 141
Wrenbury Medical Centre
Nantwich Road
Wrenbury
CW5 8EW
01270 780 210
Wrenbury Medical
Centre’s Pharmacy
Nantwich Road
Wrenbury
CW5 8EW
01270 780 210
Amenities
Sainsbury
Middlewich Road
Nantwich
CW5 6PH
01270 628 856
Wrenbury Village Stores
61 Nantwich Road
Wrenbury
CW5 8EW
01270 780 228
Wrenbury Post Office
61 Nantwich Road
Wrenbury
CW5 8EW
01270 780 323
Public transport
Arriva cheshireeast.gov.uk/publictransport/bus-service-timetablesand-journey-planning
Northern northernrailway.co.uk 0800 200 6060
Wrenbury Train Station Station Road
Wrenbury
CW5 8EX
YOUR NOTES
We understand that there is a lot of information to take in, so please use the space below to make any notes that may be useful (i.e. meter readings, significant dates, service reminders etc.)