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.
  • 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.

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.
  • Evenings – between 4.30pm and 6.45pm.

Please let us know if you would like us to call avoiding the school run or if you need an evening appointment.

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
  • Any repair due to wilful damage or neglect
  • Minor repairs you can do yourself.

Sometimes we may do repairs that are your responsibility. We will charge you for the cost of this work. We call these rechargeable repairs. We may do this if the repair is needed to ensure yours or other people’s health and safety. Or to make the property secure, for example a lock change.

You will be expected to pay:

  • if a repair has been caused by neglect, accidental or deliberate damage, vandalism, or poor DIY by you, members of your household or visitors
  • if the damage has been cause by a pet
  • the cost of putting right any unauthorised alterations to your home
  • the cost of repairing damage caused by the police following a lawful raid at your home
  • any court costs, injunctions and legal fees incurred by us in relation to rechargeable repairs.

Below is a list of some common repairs showing who is usually responsible for carrying them out.

Type of Repair Who is responsible?

You or Us

Advice Cost if recharged
Plumbing
External Drains and sewage US

 

If the blockage is caused by you e.g. flushing nappies, cleaning wipes etc you will be recharged. £60

 

 

Blocked Sinks, Baths, Washbasins or toilet US If the blockage is caused by you e.g. flushing nappies, cleaning wipes etc you will be recharged. £60
Overflows and ball valves US
Internal Pipework – not blockages US
Stopcock repairs US
Taps US
Tap washer replacement US
Water storage tanks and cylinders US
Electrical      
Appliances owned by you YOU If we installed the appliance as part of your tenancy we are responsible.
Cooker point US
Entry phones US
Fans for ventilation US
Fuse Board / consumer unit US
Cooker point US
Fuses and plugs YOU We do not offer this service.
Lighting – light bulbs, fluorescent tubes and starters YOU We do not offer this service free of charge.

 

We can attend and recharge you

£60
Lighting – switches, ceiling roses US In the event the repair is due to damage or neglect you will be recharged £60
Smoke and heat detectors – mains wired (and battery replacements) US In the event the damage is due to damage or neglect you will be recharged. £60
Sockets US In the event the repair is due to damage or neglect you will be recharged. £60
Wiring testing, repair and replacement US
Air and ground source heat pumps, warm air systems US
Chimneys and flues, including sweeping (Unless opened up or installed by you) US You 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, valves US
Storage radiators – electric US
Water leaks (unless from customer’s appliances) US
Kitchen      
Appliances YOU Unless we have installed the appliance as part of your tenancy, then we are responsible.
Cupboard Units US In the event the repair is due to damage or neglect you will be recharged. £60 to repair(1 to 3 units)

 

£120 to replace.(per unit)

Cupboard doors, hinges and worktops. US In the event the damage is due to damage or neglect you will be recharged. £60 to repair (1 to 3 units) £120 to replace. (per unit)
Flooring if provided by us US In the event the repair is due to damage or neglect you will be recharged.
Sink – cracked or damaged US In the event the repair is due to damage or neglect you will be recharged. £120
Wall tiling US
Bathroom      
Bath or washbasin – cracked or damaged US In the event the repair is due to damage or neglect you will be recharged. £600 bath ; £120 washbasin
Bath Panels US In the event the repair is due to damage or neglect you will be recharged. £60
Plug and chain (baths; basins or sink) YOU
Shower heads and hoses US In the event the repair is due to damage or neglect you will be recharged. £60
Showers and shower cubicles; fixed shower screens US If installed by us.

 

Remember you need permission to install a shower yourself and we won’t do work on anything you have installed.

£60
Showers curtains YOU
Toilet pans and cisterns US In the event the repair is due to damage or neglect you will be recharged. £120
Toilet pans and cisterns internal workings (ballcock and syphon) US
Toilet seats and covers YOU
Wall tiling US
Heating systems      
Air and ground source heat pumps, warm air systems US
Chimneys and flues, including sweeping US Unless opened up or installed by you

 

Remember you 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, valves US
Storage radiators US
Water leaks (unless from your appliances ie washing machine) US
Doors and Windows      
External Door – board up for security with crime number US We will charge you if you are unable to provide a valid crime number from the police. £60
subaccount
External Door – repair or replace US We will charge you if you are unable to provide a valid crime number from the police or the damage is not the result of fair wear and tear. £60 to repair. £600 to replace
Letter boxes US No charge
Ease or adjust doors for floor covering (after new carpets laid) You We don’t offer this service
Draught proofing You Unless provided by us
Glazing with valid crime number US We will charge you if you are unable to provide a valid crime number. £120 up to 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 seals US
Keys lost or stolen, associated lock changes,

accidental lock-out gaining entry

YOU If you want us to carry out this work we will charge you. £60

 

 

Ceilings excluding decoration US
Floors US
Plasterboard and plaster work excluding minor cracking, holes and dents) US
Roofs, fascia boards, soffits, rainwater pipes US
Staircases, handrails US
Walls – internal and external masonry repairs US
Accidental or malicious damage by you, your family or visitors to the property YOU Accidental or malicious damage by you, your family or visitors to the property Cost of repairing damage
Cleaning and other housekeeping activities YOU
Condensation, damp and mould growth US You 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 services YOU £60 to Board up

£600 for a new door

Pest Control in your home YOU We will only attend to concerns in communal areas.
TV aerials and satellite dishes YOU Unless shared facilities.
Pest Control in your home YOU We will only attend to concerns in communal areas.
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.

Print this page