Repairs

We are committed to making sure your home is in a good state of repair.

To meet our legal responsibilities we will:

  • Keep the exterior (e.g. roof, walls, doors, windows, paths) and interior (e.g. ceilings, doors, floors) of the building in good repair.
  • Make sure supplies for gas, water and electricity are in good working order.
  • Maintain kitchen and bathroom equipment and drainage.
  • Maintain shared areas like entrances and stairways in blocks of flats.

We expect you to:

  • Keep your home in good condition.
  • Keep your home clean and decorated to a reasonable standard.
  • Replace minor items such as light bulbs, toilet seats, showerheads and hoses.
  • Avoid doing anything which may result in blockages to pipes and drains e.g. disposing of fat, oil, sanitary products, nappies etc down toilets or in sinks.
  • Report repair problems as soon as possible to ensure they are put right before they cause additional problems.
  • Allow access for works to take place and inspections such as annual gas safety inspection and condition surveys.

 

  • We will offer you an appointment and aim to complete the work within 12 working days. For Family customers it is 31 calendar days.
  • Some jobs need specialist materials or contractors. If this is the case we will aim to complete these repairs within another 12 working days.
  • Emergency repairs are completed within 24 hours or made safe until a permanent repair is possible.
  • Planned maintenance is usually large repairs that we include on our programme of work. This is work such as painting communal areas or replacing roofs You will not normally need to ask for these repairs to be done as we do them automatically. However please contact us if you think any of this kind of work is overdue.
  • Urgent repairs for Family customers are completed within 7 calendar days.

If your repair is not an emergency, we can give you an appointment that is convenient to you during one of the following time slots:

  • Mornings – between 8am and 12.30pm.
  • Afternoons – between 12.30pm and 4.30pm.
  • School run, for customers who have school aged children – between 9.30am and 2.30pm (Not available to Family customers).
  • Evenings – between 4.30pm and 6.45pm (Not available to Family customers).

We are responsible for most of the repairs that are carried out in your home.

If something requires repair or replacement because it has been broken due to an accident, neglect, vandalism or something that is not fair wear and tear, you will be charged for this repair. We will let you know how much the repair will cost and will usually ask for payment before the repair is carried out.

If your home is damaged due to a criminal offence, you will need to provide a crime reference number from the Police. If the Police agree that the cause is as a result of a crime, we will not charge you.

Examples of repairs you are responsible for:

  • Decoration inside your home
  • Maintaining and repairing cookers, washing machines and fridges (unless we have provided them). This includes installing them correctly
  • Maintaining fuses and electric plugs on appliances
  • Light bulbs and fluorescent tubes
  • Replacing batteries in remote controls, battery operated alarms/timers and doorbells
  • Plugs and chains to baths, sinks and wash hand basins
  • TV aerials (unless communal)
  • Fences between gardens (except the privacy panel)
  • Replacing keys and locks if they are lost or stolen. Remember your home insurance may cover you
  • Damage caused by you, other residents or visitors
  • Minor repairs you can do yourself.

Below is a list of some common repairs showing who is usually responsible for carrying them out. In all cases where we are responsible, if we consider that the repair has come about through misuse by you, your family, or visitors to your home, you will be charged before the repair is carried out. If the repair is a threat to health and safety it will be carried out and a charge made afterwards.

Type of RepairWho is responsible?AdviceCharge
Plumbing
External Drains and sewageUSBlockage is often due to misuse e.g. flushing nappies, cleaning wipes etc. In which case we will charge.£60
Blocked Sinks, Baths, WashbasinsYOUIf you want us to carry out this work we will charge you.£60
Overflows and ball valvesUS
Internal Pipework – not blockagesUS
Stopcock repairsUS
TapsUS
Tap washer replacementUS
Toilets – blockagesYOUIf you want us to carry out this work we will charge you.£60
Water storage tanks and cylindersUS
Electrical
Type of RepairWho is responsible?AdviceCharge
Appliances owned by youYOUIf we have installed the appliance as part of your tenancy we are responsible.
Cooker pointUS
Entry phonesUS
Fans for ventilationUS
Fuse Board / consumer unitUS
Fuses and plugsYOUWe do not offer this service.
Lighting – light bulbs, fluorescent tubes and startersYOUWe do not offer this service.
Lighting – switches, ceiling rosesUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60
Smoke and heat detectors – mains wiredUSReplacing batteries is your responsibility so we will charge you if you want us to do this.£60
SocketsUS

 

 

It is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60
Wiring testing, repair and replacementUS
Heating systems
Type of RepairWho is responsible?AdviceCharge
Air and ground source heat pumps, warm air systemsUS
Chimneys and flues, including sweeping (Unless opened up or installed by you)USYou need permission to make those changes and we won’t carry out work on anything you have installed.
Gas central heating system with boiler, radiators, pipework, valvesUS
Storage radiators – electricUS
Water leaks (unless from customer’s appliances)US
Kitchen
Type of RepairWho is responsible?AdviceCharge
AppliancesYOUUnless we have installed the appliance as part of your tenancy, then we are responsible.
Cupboard UnitsUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60  to repair(1 to 3 units)

£120 to replace.(per unit)

Cupboard doors, hinges and worktops.USIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60  to repair (1 to 3 units)

£120 to replace. (per unit)

Flooring if provided by usUS
SinkUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£120
Plug and ChainYOU
Wall tilingUS
Bathroom
Type of RepairWho is responsible?AdviceCharge
BathUS
Bath PanelsYOUIf you want us to carry out this work we will charge you.£60
WashbasinUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£120
Plug and chainYOU
Shower heads, hoses, rails and curtains or screensYOU
Showers if installed by usUSRemember you need permission to install a shower yourself and we won’t do work on anything you have installed.
Toilet pans and cisterns

 

 

USIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£120
Toilet pans and cisterns internal workings (ballcock and syphon)US
Toilet seats and coversYOU
Wall tilingUS
Doors and Windows
Type of RepairWho is responsible?AdviceCharge
External Door – board up for security with crime numberUSWe will charge you if you are unable to provide a valid crime number from the police.£60
External Door – repair or replaceUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60 to repair

£600 to replace

External door – numbers, nameplates, door bells letter plates and letter boxesYOUWe do not offer this service.
External Door lock- If faultyUS
External Door additional locks fitted by youYOUWe do not offer this service.
Internal Door repair or replacementUSIt is likely that damage is not the result of fair wear and tear so we will charge you to carry out the work to correct it.£60 to repair

£120 to replace

Internal Door – decoration, locks, furniture hinges, adjustment for floor coveringYOUWe do not offer this service.
DraughtproofingYOUWe do not offer this service.
Glazing with valid crime numberUSWe will charge you if you are unable to provide a valid crime number.£120 upto 3 panes
 

Windows – board up with valid crime number

 

US

 

We will charge you if you are unable to provide a valid crime number from the police.

 

£60

Windows – frames, hinges, handles, failed double glazing sealsUS

 

Keys lost or stolen, associated lock changes, accidental lock-out, additional key requirements including gaining entryYOUIf you want us to carry out this work we will charge you.£60
Key fobs- lost or additionalYOU£15
Structure
Type of RepairWho is responsible?AdviceCharge
Ceilings excluding decorationUS
FloorsUS
Plasterboard and plaster work excluding minor cracking, holes and dents)US
Roofs, fascia boards, soffits, rainwater pipesUS
Staircases, handrailsUS
Walls – internal and external masonry repairsUS
Accidental or malicious damage by you, your family or visitors to the propertyYOU
Battery replacement in smoke/heat/carbon monoxide detectors, door bellsYOU
Cleaning and other housekeeping activitiesYOU
Condensation, damp and mould growthYOUYou are responsible for ensuring your home is adequately ventilated i.e. open windows, also use extractor fans, trickle vents and avoid drying laundry on radiators.

There are rare exceptions where this is caused by structural fault. For severe damp/mould we will investigate and treat as appropriate.

Damage to decoration is your responsibility.

Fixtures, fittings, improvements, possessions, installed or belonging to you.YOU
Forced entry by police or emergency servicesYOU£60 to Board up

£600 for a new door.

Pest Control in your homeYOUWe will only attend to concerns in communal areas.
TV aerials and satellite dishesYOUUnless shared facilities.

Please refer to your tenancy agreement for any repairs not listed above.

Some of the repairs we carry out in your home are done by our staff who work for a part of our organisation called HomeWorks. For other repairs we may use contractors to do the work for us, for example engineers to work on your gas central heating and specialist contractors for some of our planned programme of work.

Anyone who comes to work in your home must show you identification and tell you what work they are going to be doing. They should be polite, work tidily and complete the repair to a good standard.

Decorating inside your home is your responsibility. We are responsible for redecorating shared areas only.

We will not deal with rats, mice or other pests, but your local council’s environmental health team will but they may charge for this.

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