Repairs information

1. Things we will fix for you

The repairs we are responsible for are listed in your tenancy agreement.

We will:

Keep our systems for water, gas, electricity, heating, and sanitation (toilets, sinks, baths, basins) in good working order.

Look after the structure and outside of your home, including drains, gutters, and outside pipes.

Maintain lifts where there are any.

Keep shared entrances, halls, and stairs in flats safe and in good repair.

Decorate and look after the outside of your home and shared areas in flats and maisonettes.

To ask for a new repair, or check on one you’ve already reported, please fill in our repair request form.

2. Things you need to look after and fix yourself

You must pay for repairs if the damage is caused by:

Neglect or not looking after things properly.

Misuse or using something the wrong way.

Deliberate, malicious, or criminal damage.

Accidental damage caused by you, people living with you, or your visitors.

You must keep your home, inside and outside, in a clean and tidy condition. You should also take steps to stop condensation and mould. This includes your garden, garage and any sheds or outbuildings. You may be re-charged for any cleaning if your home is left dirty or has pests like mice or insects.

3. Repairs you must do or arrange yourself

Here are some repairs and maintenance jobs you need to do or arrange yourself. For some of these, you might need our permission first, please contact us to check.

You must look after and pay for:

All internal decoration

Replacing keys when you have lost them or broken them in the lock (unless fair wear and tear) or where you have locked yourselves out

Getting extra keys cut, including radiator keys

Replacing broken or cracked glass (unless this is due to criminal damage and a police crime number is given)

Fitting curtain rails, coat hooks or pelmets and draught proofing to doors or windows

Fitting extra door or window locks without a recommendation from the police, unless these were inadequate in the first place

Adjusting doors when you have fitted new floor coverings

Replacing light bulbs, fluorescent tubes or starters*

Testing smoke detectors (including any provided by us) or replacing batteries except for a communal system (Home Safeguard)*

Resetting electrical trip switches*

Getting chimneys swept if used for wood or a coal fire

Filling minor cracks or holes in walls and ceilings

Clearing basins, sinks, baths or toilets which have become blocked due to misuse

Replacing toilet seats and flush chains, and plugs and chains on baths, basins or sinks

Replacing clothes lines or restringing rotary driers (unless in a shared area)

Maintaining garden paths or patios (except those leading to front or back doors or provided specifically for an existing disabled tenant) and any other general garden features (unless in shared areas)

Maintain gardens within the property boundary to a reasonable standard, keeping it tidy, free from rubbish, and not causing a nuisance or hazard to others

Maintaining garden fencing not boarding public land and the property contains children (unless it is post and wire fence provided us)

Keeping gully grids and wall vents clear of leaves and rubbish

Replacing TV aerials and sockets (except for communal aerials)

Disconnecting or reconnecting appliances such as cookers or washing machines

Installing extra electric sockets unless the number available is below the minimum standard

Bleeding or venting central heating radiators

Fitting or replacing internal door latches, handles, chains or spy holes

Repairing or replacing handles, catches or knobs on kitchen units

Maintaining internal doors, excluding fire doors
Cleaning internal fans and fire alarms

*In very rare cases, we may do these jobs for very vulnerable tenants.

4. Servicing gas appliances and solid fuel heating

By law, we must check gas appliances, flues, and pipes we are responsible for every year. This includes gas central heating and fixed gas fires, but not gas cookers.

We also service solid fuel heating systems once a year.

We will give you notice before our contractors visit. If the time doesn’t suit you, tell the gas contractor so they can arrange another date.

Please note, if you don’t let them into your home, you are breaking your tenancy agreement.

If you have gas appliances (like a cooker) you paid for (with our permission), they must be fitted and looked after by a Gas Safe (previously CoRGi) registered installer. You must send us the gas installation and safety certificates. You are responsible for keeping these appliances in safe working order.

5. Using a second contractor for repairs

In some situations, you have the right to ask us to get a second contractor to do certain small urgent repairs. These are repairs that could affect your health, safety, or security.

This only applies to:

Repairs we are responsible for.

Repairs we have not fixed within the set time.

For more information, please contact us consult your tenancy agreement, or visit Shelter.

6. Use of water, gas, and electricity during repairs

Our contractors may need to use your utilities (such as electricity or water) to help them complete repair work in your home. This falls under our rights as a landlord as it enables us to fulfil our job to keep your home in good condition. We will therefore not usually cover the cost of this use. Where large or major repairs are required, our contract will talk with you to agree on how best to provide the power and water to complete the works needed.

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