Repair responsibilities

Responsibilities for repairs are outlined in your tenancy agreement. The information below provides a guide to what our and your responsibilities are for repairs to your home. If you are unsure who is responsible for carrying out a repair please call us on 0300 123 2222 or fill in the above form. Please note this information does not relate to leaseholders or shared owners.

We take responsibility for repairing and maintaining your home and will carry out most repairs free of charge. However, we will charge you for the cost of repairing any damage you are responsible for, including any damage that you, your family or visitors cause by accident, carelessness or neglect.

If you request us to help deal with some of the things that are your responsibility to repair, we’ll tell you whether there will be a charge for work and how much it will be when you report it to us.

Kitchen

We’re responsible for:

  • Kitchen units and worktops including handles to drawers and cupboards
  • Cooker socket
  • Extractor fans
  • The sink and taps
  • Leaking pipes and taps
  • The water supply – unless the fault is caused by the water company
  • Floor coverings that we’ve fitted

You’re responsible for:

  • Cooker and other kitchen appliances
  • Replacing sink plugs
  • Clearing blocked sinks
  • Washing machine, dishwasher and tumble dryer fittings and connections
  • Repairing leaks from your washing machine or dishwasher
  • Turning off the water supply at the stop tap if a water pipe has burst
  • Floor coverings that you’ve fitted

Bathroom

We’re responsible for:

  • Toilets, baths and basins
  • Leaking pipes, tanks and taps
  • Bath / shower screens
  • Bath rails
  • Showers that we have installed
  • Shower tray and door
  • The water supply – unless the fault is caused by the water company
  • Extractor fans
  • Bulkhead lights
  • Floor coverings that we’ve fitted

You’re responsible for:

  • Replacing plugs to baths and basins
  • Clearing blocked baths, showers, basins and toilets
  • Replacing the toilet seat, lid and hinges
  • Toilet rail handles
  • Bath / shower curtains
  • Showers that you have installed
  • Descaling the shower head
  • Locks to the bathroom door
  • Turning off the water supply at the stop tap if a water pipe has burst
  • Floor coverings that you’ve fitted

All rooms

We’re responsible for:

  • Large cracks (bigger than the width of a £1 coin)
  • Rising or penetrating damp
  • Repairing hand rails and banisters for stairs

You’re responsible for:

  • Keeping your home in good condition and keeping rooms clean
  • Redecorating rooms
  • Filling small cracks in the plaster or small holes in the wall
  • Your own floor coverings, ie carpets, vinyl or laminate flooring
  • Your own appliances and fittings
  • Curtain rails and fixings
  • Preventing condensation and treating and cleaning any mould. This could include making changes to your lifestyle to reduce condensation, making sure extractor fans are working properly and making sure vents do not get blocked.

Heating and hot water

We’re responsible for:

  • Carrying out annual safety checks to gas heating systems
  • Repairing your heating system if it breaks down
  • Radiators
  • Leaks coming from your heating system
  • Chimney sweeping
  • Repairs to coal bunkers

You’re responsible for:

  • Reporting suspected gas leaks to the National Gas Emergency Service on 0800 111 999
  • Maintaining and repairing appliances you have had installed
  • Resetting heating system time clocks
  • Relighting gas pilot lights
  • Bleeding radiators

Electrics

We’re responsible for:

  • Restoring power unless it is caused by the electric company or by using faulty electrical equipment
  • Repairing or renewing fittings
  • Repairs to the consumer unit
  • Repairing extractor fans
  • Wired-in smoke alarms and carbon monoxide detectors
  • Communal TV aerials and satellite dishes

You’re responsible for:

  • Replacing light bulbs, fluorescent tubes and starter motors
  • Resetting trip switches and if necessary turning off the mains supply
  • Testing and cleaning smoke detectors and replacing the battery when it runs out
  • Replacing the battery in carbon monoxide detectors
  • Any appliances you have bought for your home
  • Replacing plugs and fuses to your appliances
  • Fitting and repairing door bells
  • TV aerials and satellite dishes

Doors and windows

We’re responsible for:

  • External and internal doors and frames
  • Fixing external door locks and chains
  • Communal doors
  • Communal door entry systems
  • Windows that do not open or close
  • Window frames and cills
  • Failed seals (causing misted glazing) in double glazed window units
  • Window locks and fittings
  • Letterboxes

You’re responsible for:

  • Arranging access to your home if you are locked out
  • Replacing lost or broken window or door keys and getting extra keys cut
  • Adjusting internal doors to allow for new carpets or floor coverings
  • Handles, bolts and catches for internal doors, including repairing any additional locks you have fitted
  • Fitting or repairs a door bell
  • Smashed / cracked glass in doors and windows – unless you have a police crime reference number

Outside

We’re responsible for:

  • The roof and walls of your home
  • Repairs to the guttering
  • Drains and soakaways
  • The chimney
  • Steps and pathways that provide direct access to your home
  • Existing fencing next to roads, public footpaths or communal areas
  • Existing fencing along the left hand fence of the main garden
  • Front and rear gates
  • Garages
  • Brick sheds or outbuildings
  • Communal clothes lines

You’re responsible for:

  • Maintaining garden paths, except the one leading from the property boundary to the front door
  • Clearing leaves and rubbish from gully grids
  • Looking after your garden and keeping it in good condition, including caring for and maintaining trees and shrubs
  • Repairing any timber sheds and greenhouses
  • Replacing and repairing gate catches and latches
  • Repairing any side gates
  • Fencing that you have installed
  • Replacing keys or locks when you have lost keys to garages, sheds and outhouses
  • Repairing and replacing clothes lines and rotary driers
  • Garden features such as ponds, patios, decking or garden paths