Currently our repairs and maintenance contractor Mears and their sub-contractors carry out asbestos inspections and surveys.

Asbestos is a naturally occurring mineral that was used in a range of building materials and products from the 1950s to 1980s and is now banned from use. 

Asbestos was widely used in building materials and products because of its durability and heat-resistant qualities. Low levels of asbestos are commonly found in residential properties in:  

• decorative coatings on ceilings and walls (Artex) 
• floor tiles and adhesives 
• pipe insulation 
• some toilet cisterns 
• cement boards used for fire protection to communal shafts or ducts  

Although asbestos is a hazardous material, it is only dangerous if the fibres are disturbed and become airborne through activities such as drilling, sanding, cutting or if it’s broken up. It can also be dangerous if it’s in poor condition or damaged.  

Low level exposure to the fibres is unlikely to harm your health, and it is very unlikely that the levels of asbestos fibres found within your home will be harmful. 

However, if you have damaged asbestos materials in your home, you should contact Mears immediately. 

We carry out regular re-inspections of asbestos within the communal areas of our properties to monitor its condition and as required we will take necessary action to remove or to make it safe to ensure that it does not pose a risk. 

Before carrying out intrusive repairs or maintenance within our properties our contractors will review the asbestos register to identify any materials in the property containing asbestos to ensure that they can work safely. 

In certain circumstances they may also order additional asbestos surveys or sampling to ensure that they have identified all materials before starting work.

You cannot tell whether a product contains asbestos simply by looking at it. If you are concerned that you might have asbestos in your home, please contact us. We can provide the relevant details to you and, if necessary, arrange an asbestos survey for your home. 

Before carrying out any alterations to your property you should inform MKCC via a tenant alteration request.   Once your alteration request is submitted, we can review the asbestos register for your property and provide you relevant details to ensure that any authorised work can be carried out safely. If we do not hold an asbestos survey for your property, we may need to arrange for one to be done before an alteration request is approved.

Awaab’s Law is named after Awaab Ishak, a two-year-old boy who sadly died in 2020 due to prolonged exposure to mould in his home. His story led to new rules to protect tenants from serious health hazards in social housing.  

What MKCC Will do Under Awaab’s Law

From 27 October 2025, all social landlords — including Milton Keynes City Council — must:  

• Investigate and make safe emergency hazards (like severe damp, unsafe electrics, or fire risks) within 24 hours
• Start investigating significant hazards within 10 days of a report
• Provide written updates within 3 working days after an inspection
• Make homes safe within 5 working days of identifying a significant hazard
• Offer alternative accommodation if the home cannot be made safe in time
• Start preventative work within 5 working days of finishing the investigations (or within 12 weeks if not immediately possible)
• Keep you informed throughout the repair process 

We’ve updated our internal procedures to align with the latest standards, ensuring your home remains safe and well-maintained. As we continue to learn and grow, we’ll keep improving the way we work.   

If you spot a serious issue in your home:  

• Report it immediately to Mears 
• Keep records - take photos and note dates and any messages  
• Expect action within the legal timeframes 

Contact Mears: 

• Online: Log into Mears' portal
• Phone: 0330 123 2522
• Email: repairs.miltonkeynes@mearsgroup.co.uk  

Please include your details and a brief description of the issue. Their customer contact team will get in touch to arrange an appointment. 

If you'd prefer to speak with Milton Keynes City Council, you can contact us: 

• Online: Council Tenancies
• Phone: 01908 252937
• Email: customerservices@milton-keynes.gov.uk
• In Person: Speak directly in person to an MKCC member of staff 

When reporting:  

• Clearly describe the issue
• Include photos if possible
• Mention if anyone in the household is vulnerable 

• We’ll assess the issue and explain what action we’ll take and when 
• If needed, we’ll send you a written summary of our findings 
• Repairs will be carried out to remove the hazard and prevent it from returning 
• You’ll be kept informed throughout the process 

• Emergency Hazard: An issue that poses an imminent and significant risk to your health or safety 
• Significant Hazard: An issue that poses a serious risk to your health or safety, but not immediately life-threatening 

General repairs should still be reported to Mears and will be handled according to our usual repair timescales. 

• How to report a repair 

Read full guidance on Awaab’s Law here 

Damp and mould in your home can affect your health and damage your property. While everyone is vulnerable, certain groups — including children, older adults, and people with existing health conditions — are more likely to experience serious health effects. 

Contact Mears: 

• Online: Log into Mears' portal
• Phone: 0330 123 2522
• Email: repairs.miltonkeynes@mearsgroup.co.uk  

Please include your details and a brief description of the issue. Their customer contact team will get in touch to arrange an appointment. 

If you'd prefer to speak with Milton Keynes City Council, you can contact us: 

• Online: Council Tenancies
• Phone: 01908 252937
• Email: customerservices@milton-keynes.gov.uk 
• In Person: Speak directly in person to an MKCC member of staff 

When reporting:  

• Clearly describe the issue
• Include photos if possible
• Mention if anyone in the household is vulnerable 

We’ll assess the issue and let you know what action we’ll take and when 

• If needed, we’ll carry out an interim mould wash to reduce immediate risk
• You’ll receive a written summary of our findings (if required)
• We’ll complete necessary works to remove the hazard and prevent it from returning
• We'll follow up with you at:
  • 1 Month
  • 3 Months
  • 6 Months
• You’ll be kept informed throughout the process 

For legal timeframes, see: Awaab’s Law here 

Mould grows in damp conditions — but the cause isn’t always easy to spot. 

• Condensation is the most common cause. It happens when moist air meets cold surfaces (like windows or walls), especially in winter
• Everyday activities like cooking, showering, and drying clothes add moisture to the air
• Other causes include:
  • Leaky gutters or roofs
  • Plumbing problems
  • Poor ventilation or heating 

Try these tips to limit moisture build up: 

• Open windows regularly 
• Cover pans when cooking 
• Dry washing outdoors or in a dryer 
• Close internal doors when cooking or showering 
• Use extractor fans in the kitchen and bathroom 
• Leave a gap between furniture and external walls 
• Wipe condensation from window sills each morning

If you’re struggling with rising energy bills, we may be able to help — learn more about cost of living support 

Suitable ventilation in your home improves air quality, and reduces the risk of excess moisture, condensation, and mould growth that’s why we are ensuring that our properties have suitable mechanical fans in place. 

We are installing mechanical fans during your periodic electrical inspection or as part of ongoing repairs. 

Installation of Your New Extractor Fan   

As part of your tenancy agreement, your landlord requires the installation of extractor fans to improve air quality and reduce the risk of damp and mould. Refusing installation may be considered a breach of tenancy, and Milton Keynes City Council (MKCC) may take further action.  

About the Revive 5 Extractor Fan  

The Revive 5 is a continuous-running extractor fan designed for kitchens and bathrooms. It operates quietly at a low speed (trickle mode) and (depending on set up) will automatically boosts when:  

• The room’s light switch is turned on. 
• The pull cord is used. 
• Humidity levels increase.  

The fan is engineered for low noise and minimal energy consumption.  

Benefits of Installation  

• Reduces risk of damp and mould.  
• Reduces condensation.  
• Improves air circulation.  
• Complies with Part F Building Regulations. 

Installation Details  

• Fans will be fitted in kitchens and bathrooms.  
• Installed through walls or windows, depending on layout.  
• Power will be drawn from the nearest supply.  
• Wiring will be concealed using surface-mounted trunking (kept to a minimum).  
• A maintenance switch will be installed — please do not switch the fan off. 

Running Costs  

Estimated annual cost: £3.00–£4.49, based on continuous trickle mode and one hour of boost per day.  

How to Use Your Fan  

Pull Cord Function  

• 1st pull: Boost 1.  
• 2nd pull: Boost 2.  
• 3rd pull: Cancels boost and returns to trickle mode.  

Humidity Control  

• Automatically boosts based on humidity levels.  
• Settings can be adjusted during installation.  

Light Switch Function  

• May be wired to activate boost when the room light is turned on.  
• Fan will continue to run for a short time after the light is turned off.  
• The engineer will confirm this setup during installation.  

Need Help?  

If you experience any issues with your fan, please contact Mears at 0330 123 2522. 

While damp and mould can affect anyone, certain groups are more susceptible: 

• People with pre-existing health conditions 
• Those with weakened immune systems 
• People living with mental health conditions 
• Pregnant women, newborns, and new mothers 
• Children and young people 
• Older adults 
• People who are bedbound, housebound, or have mobility issues 

If vulnerabilities are identified, we’ll work with you to ensure the best course of action is taken. 

• Read more about damp and mould and landlord responsibilities here. 
• Read more about Awaab’s Law here 

Our repairs and maintenance contractor Mears and their sub-contractors carry out electrical safety checks.

MKCC are responsible for carrying out electrical testing within your home and communal areas.  It’s a legal requirement as your landlord to test the sockets, lights, smoke detectors and consumer unit/fuseboard. 

This testing occurs every five years to ensure everything we are responsible for is in a safe working condition.  

During your electrical safety appointment, we also ensure there is suitable fire detection and mechanical ventilation in your home. Where required, upgrades will be carried out. 

Our contractor will write to you before your electrical safety test is due to arrange an appointment.  They will do their best to make an appointment at a time and date that suits you, and if you need to rearrange it get in touch as soon as possible.   

It is a breach of your tenancy if our contractor is unable to get into your home to carry out these important tests.  We may seek legal action to gain access and make sure you and your neighbours are safe. If this happens, you may be liable for these costs. 

Before your electrical safety appointment, you should: 

• Remove any personal belongings from around your meter, consumer unit/fuse board and sockets to allow easy access. 
• Provide access to the whole property so all lights and sockets can be tested. 
• If you have a pre-payment electric meter, make sure you have enough credit for the safety tests to be completed. 

It’s important that you look after your electrical equipment and appliances, just because something works doesn't mean it's safe.  

Make sure your home is safe: 

• Always make sure electrical appliances have a British or European safety mark when you buy them. 
• You should inspect electrical fittings and equipment to make sure they're in good condition. 
• Do not overload sockets – try to keep to one plug per socket, especially for high powered appliances like washing machines. 
• Avoid where possible the use of extension leads and multi-plug adaptors. 
• Don’t buy cheap counterfeit chargers for items that use lithium batteries, and never leave phones or laptops plugged in to charge overnight. 
• Don’t carry out your own electrical repairs. If you think a socket in your property or an electrical supply in a communal area is damaged or faulty report this to Mears.   

If you're a leaseholder or shared owner, you must keep your electrical appliances in good working order.  Remember, all electrical work or repairs must always be done by a NICEIC-registered electrician.   

We’re in the process of selecting trusted contractors to carry out these important checks.

• We’ve appointed Tersus to carry out fire risk assessments.
• We’ve appointed Neo Property Solutions to carry out fire door surveys.

MKCC have a duty to ensure you are safe in your home. There are different ways we do this: 

Fire Risk Assessments:  

• We carry out fire risk assessments to identify any risk. 
• We carry out necessary works to reduce risk. 

Keeping communal areas tidy and safe:  

• We carry out frequent inspections of communal areas. 
• We make sure fire escape routes are kept clear of trip and fire hazards. 
• We carry out testing of emergency lighting. 

Fire Doors:  

• We install and maintain fire doors to individual properties and within communal areas. 
• We carry out regular inspections of fire doors and complete repairs as necessary. 

Fire Detection:  

• It is our responsibility to ensure that you have working fire and carbon monoxide detection within your home. 

Fire Safety Information:  

• We share fire safety information with residents annually.  

• Keep communal areas tidy and safe: Communal areas and escape routes should be kept clear. Items left in communal areas may be removed. 
• Fire Doors: Report any damage or concerns about fire doors to Mears. 
• Fire Detection: Smoke alarms save lives.  Test your smoke alarm every month. Report any damage or concerns to Mears. 
• Electrical Safety – e-bikes, e-scooters, mobility scooters: Never charge your bike/scooter/mobility device in communal areas.  If you charge your them inside your home only do it during waking hours. 
• Electrical safety - appliances, chargers: 
  • Always make sure electrical appliances have a British or European safety mark when you buy them. 
  • You should inspect electrical fittings and equipment to make sure they're in good condition. 
  • Do not overload sockets – try to keep to one plug per socket, especially for high powered appliances like washing machines. 
  • Avoid where possible the use of extension leads and multi-plug adaptors. 
  • Don’t buy cheap counterfeit chargers for items that use lithium batteries, and never leave phones or laptops plugged in to charge overnight. 
  • Don’t carry out your own electrical repairs. If you think a socket in your property or an electrical supply in a communal area is damaged or faulty report this to Mears. 
• Fire plan: Have a plan if your smoke alarm goes off. Do not try to put out a fire yourself. Call 999 and ask for the fire and rescue service and be ready to provide your location. If you live in a block of flats, familiarise yourself with the local fire action plan published in the communal areas. 
• Kitchen safety: Don’t leave children alone in the kitchen when the hob or oven is on and be extra careful when cooking with hot oil. 
• Cigarette safety: Do not smoke in communal areas.  Ensure cigarettes are completely extinguished after smoking and disposed of safely in your home. 
• Candle safety: Use a holder for candles and keep them away from flammable items like curtains and papers. 

Milton Keynes City Council (MKCC), as your landlord, is legally required to install fire and CO detection systems in your home. These systems are designed to protect you, your family, and your property. 

Refusing installation is considered a breach of your tenancy agreement and may result in further action. 

What Will Be Installed 

MKCC install a D1 LD2 System in accordance with British Standard BS 5839-6, which are hardwired (mains-powered) detectors with built in backup battery power. 

• These are located in: 
• Escape routes (hallways and landings) 
• Rooms with gas appliances (e.g. kitchen) 
• Main living areas 

Benefits of the System 

• Early warning of fire or CO presence 
• Helps protect your home and loved ones 
• Enables faster emergency response 
• Peace of mind for you and your household 

Installation Process 

• Power is taken from the nearest light fitting 
• Surface-mounted trunking will conceal wiring (kept to a minimum) 
• The engineer will explain how to use and test the system during installation 

When the Alarm Sounds 

If you hear the alarm: GET OUT and call emergency services. Details are provided on the reverse of this leaflet. 

Weekly Testing 

To keep your system working safely: 

• Test weekly 
• Test after long absences or electrical repairs 

Running Costs 

Just 64 pence per year per detector head 

Faults or Issues 

If your system isn’t working properly, contact Mears – 0330 123 2522 

How to Test the System 

1. Press and hold the button on the Alarm Controller until the TEST segment lights up blue 
2. Release the button when all alarms sound 
3. Alarms will stop automatically; the TEST segment will flash blue to confirm completion 

Responding to an Alarm 

If the source isn’t obvious and it’s safe to check: 

• Look at the Alarm Controller to see which indicator is lit: FIRE or CO 

If FIRE is indicated: 

• No obvious fire? Press the button to activate LOCATE 
• After 10–40 seconds, only the source alarm will continue sounding 
• If there is a fire: 
• Close doors/windows if safe 
• Evacuate immediately 
• Call 999 

Silencing the Alarm 

• If no fire is present and the alarm continues: 
• Wait for the SILENCE segment to flash red 
• Press the button; it will turn blue 
• After a short delay, alarms will stop and controller will flash green 

CO alarms cannot be silenced remotely for safety reasons.

Temporary Alarm Activation 

Sometimes alarms may activate briefly and reset automatically without being noticed. 

If a CO alarm was triggered: 

• The controller will flash the CO icon rapidly for 2 minutes. 
• Then flash once every 60 seconds for 24 hours 

If you see this, contact the National Gas Emergency Service on 0800 111 999 and inform Mears on 0330 123 2522 

What is a fire door survey? 

A fire door survey is an inspection of a fire door and its parts to make sure that it is compliant and safe. Fire doors protect our residents, escape routes and properties and ensure we meet the requirements of the Regulatory Reform (Fire Safety) Order 2005. 

We have two types of fire doors: 

• Flat entrance fire doors - fitted to properties in residential blocks where they are required. 
• Communal fire doors - located in our block communal areas, including corridor doors, service cupboard doors, store doors and loft hatches etc. 

Who will carry out the survey? 

The survey of your dwelling door (if it is a fire door) and your block’s communal doors (if you have them) will be carried out by a company called Neo Property Solutions. The Neo surveyor will show you their ID badge before entering your home.  

How will I know when my survey is happening? 

You’ll receive a letter in advance of your home and block survey to let you know when the survey is scheduled. You don’t need to prepare anything in advance. 

Not going to be in for your home survey? Call Neo on 0843 455 4455 to rearrange or if you have any questions. 

What happens on the day? 

For both communal and dwelling surveys: 

• The survey will last around 10 minutes per door. 
• The surveyor will take photos and notes of the condition of each fire door including closing devices (which help the door shut automatically), letter boxes, smoke seals (which block smoke from seeping through gaps), etc. 
• No remedial works will be carried out to any doors during the surveys. 

For dwelling surveys only: 

• Residents will be handed an information card when the surveyor arrives telling you about the survey. 
• Surveyors will need access to both the inside and outside of the fire door. 
• An asset tag will be fitted to the door in a position that doesn’t spoil the door’s appearance. This should not be removed. 

What are asset tags and what are they for? 

Asset tags are small stickers that will be attached to every fire door. These stickers are important as they: 

• Mean every fire door has its own individual reference. 
• Make it easier to identify doors when reporting and doing repairs. 
• Allow us to record and monitor information on each door over time. 

 What happens after the survey? 

If the survey identifies that your home needs work to its fire door, we will be in touch.  

What is a fire risk assessment? 

A fire risk assessment (FRA) is a legal requirement for any property that’s more than a single home. It is a detailed check of your block to identify potential fire risks and make sure the right fire safety measures are in place to keep everyone safe.  

Who will carry out the survey? 

We’ve appointed Tersus, a specialist fire safety company, to carry out FRAs across our blocks. Their assessors are fully qualified and experienced in fire safety. 

How will I know when my FRA is happening? 

You’ll receive a letter from Tersus around four weeks before your block’s FRA is due to be completed. 

You don’t need to do anything to prepare. 

What happens on the day? 

The assessor will visit your block and inspect: 

• External areas- including walls, roofs, doors, and balconies (if present). 
• Internal communal areas – such as staircases, corridors, landings, cupboards, fire-fighting equipment, electrical outlets and communal doors. 

If you are available at the time of the assessment the assessor may ask to look at your fire door, otherwise they will not need to access your home. 

The assessor will take photographs and collect information as they move around the block. 

All assessors will carry: 

• Tersus/MKCC ID Badge 
• Letter of authority from MKCC 
• Information card explaining the purpose of the visit 

What will happen after the FRA? 

Once the FRA is complete, MKCC will review the findings. 

If any actions or improvements are needed, they will be managed by MKCC to make sure we keep your block safe. 

Each year, we’ll send you a letter with relevant fire safety information to keep you safe, this may include relevant findings of the FRA.   

If you suspect there is a gas leak:  

• open all doors and windows straight away 
• shut off the gas supply at the mains (a large lever usually next to the gas meter) 
• call the National Gas Emergency Service on 0800 111 999 
• don't light matches, lighters and cigarettes 
• don't turn electrical switches on or off  

If you suspect a carbon monoxide leak:  

• open all doors and windows straight away 
• shut off the gas supply at the mains (a large lever usually next to the gas meter) 
• call the National Gas Emergency Service on 0800 111 999 
• contact Mears so we can arrange for a safety inspection 

Our repairs and maintenance contractor Mears and their sub-contractors carry out gas safety checks. 

• It is a legal requirement as your landlord to test all gas appliances in your home annually, this makes sure they are safe to use. 
• During your gas safety appointment, we also inspect and test your carbon monoxide and smoke detectors.   
• Our contractor will write to you two months before your gas safety inspection is due to arrange an appointment.  They will do their best to make an appointment at a time and date that suits you, and if you need to rearrange it get in touch as soon as possible.   
• It is a breach of your tenancy if our contractor is unable to get into your home to carry out this important inspection.  We may seek legal action to gain access and make sure you and your neighbours are safe. If this happens, you may be liable for these costs. 

Before your gas safety appointment you should: 

• Remove any personal belongings from around your gas meter, boiler, and any hot water cylinders to allow easy access. 
• If you have a pre-payment gas meter, make sure you have enough credit for the safety inspection to be completed. 

Never:  

• use a gas appliance if you think it’s not working properly 
• cover an appliance with anything 
• block or obstruct any fixed ventilation grilles or airbricks 
• block or cover outside flues 

If you’re a leaseholder or shared owner, you must keep your gas appliances in good condition. You should appoint a registered Gas Safe engineer to do an annual gas safety inspection of any gas appliances in your home. If you sublet your home, this is a legal requirement.  

Our insurance provider BES carry out inspections of our passenger lifts. 

Our repairs and maintenance contractor Mears carry out servicing of passenger lifts, stairlifts and hoists, and through floor lifts.

We ensure that all lifts and stairlifts are serviced and maintained according to legislative requirements for safety and reliability.

If you identify an issue with a passenger lift, a stairlift or hoist in your property or block that we maintain please report to Mears. 

Currently our repairs and maintenance contractor Mears carry out our water hygiene inspections and maintenance. 

We carry out Legionella risk assessments to all properties with communal hot and cold water systems. 

Where we have communal hot and cold water systems we also carry out Planned Preventative Maintenance which includes (but not limited to): 

• Monthly water temperature checks 
• Weekly Flushing of infrequently used outlets 
• Cold Water Storage tank inspections 
• TMV servicing 

Where water tanks are present in domestic properties, we will carry inspections and cleans as required. 

There are things you can do to reduce the risk of bacteria growing within your water system: 

• Regularly use hot and cold water taps/showers inside and outside your home. If you’ve been away for a few days or you’re just moving in, run your taps for a few minutes to flush them through until the water cools down or heats up to the correct temperature. 
• Keep your hot water storage temperature at a minimum of 60°C/140°F. You can control the temperature using your hot water cylinder or combination boiler. 
• If you're going on holiday for more than two weeks, consider turning the stop cock off and running your taps and flushing your toilet. This is so water doesn't sit in the pipes or cistern while you're away as this can allow bacteria to grow. 
• When rinsing food or other items, don't allow them to touch the spout of the tap. 
• Clean showerheads and taps regularly to prevent limescale from building up. 
• After cleaning showerheads and taps, always run the water for several moments to remove any cleaning product. 
• Run hot water through taps and showers for about 5 to 10 minutes once every three months. 

You should report to Mears if you notice any problems with either the hot (hot water system not heating up properly) or cold (the cold water system is not running cold) water or if you notice debris or discoloration in the water.