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Repair responsibilities

Your responsibilities for repair work will be different depending on whether you are renting a property from us or are a leaseholder or homeowner.
 
 This page explains which repairs are your responsibility, what we're responsible for and when we'll charge you for a repair.
 

Repair responsibilities of residents

For tenants renting one of our properties, we have an obligation to keep the structure and outside of your home in a reasonable state of repair.

In return, you mustn't neglect or damage your home and are responsible for keeping it well decorated.

 A full list of our responsibilities can be found below.
 

Your repair responsibilities

 
  • Repairing damage caused by you, members of your household or visitors, including broken glass
  • Replacing locks and lost keys
  • Replacing doorknobs, letter boxes etc.
  • Replacing broken toilet seats
  • Unblocking sinks, baths and toilets
  • Replacing sink and bath plugs and chains
  • Replacing electrical plugs and fuses
  • Replacing light bulbs and fluorescent strips (except in shared areas like stairwells in blocks of flats)
  • Filling minor cracks in plaster
  • Repairing paths in your own garden
  • Repairing and replacing fences you share with neighbours
  • Sweeping chimneys
  • Testing smoke alarms in line with manufacturers' instructions, and replacing their batteries
  • Replacing washing lines (unless they're shared) 
  • Repairing items you've installed yourself
  • Repairing your own electrical appliances
  • Repairing TV aerials (unless they're shared)
  • Interior doors, handles and hinges and cupboard catches
  • Fixtures or fittings you've provided, including extra security measures, and alterations
  • Keeping your home in a good decorative condition and not allowing it to fall into disrepair by deliberate damage or neglect
  • Taking reasonable care of all specialist adaptation equipment.
Please note, you’re responsible for insuring the contents of your home and garden.   
 

Our repair responsibilities


If you're a tenant renting a property from us, then we must keep the structure and outside of your home in a reasonable state of repair and in proper working order.

This includes:
  • Drains, gutters, outside pipes and the roof
  • Outside walls, outside doors, window sills, window catches, sash cords and window frames, including  
  • any painting and decorating needed outside
  • Inside walls, floors, ceilings, door frames, but not painting and decorating inside apart from the communal spaces inside a block
  • Chimneys, chimney stacks and flues, but not including chimney sweeping
  • Front paths, steps or other access points we own
  • Brick built garages and stores that are part of the property (not sheds)
  • Boundary walls and fences, but not those you share with neighbours.
In addition to this we must keep in working order any installations we've provided for supplying water, gas or electricity, and for heating, hot water and sanitation.

This includes:
  • Basins, sinks, baths, toilets, flushing systems and waste pipes, but not plugs, chains or toilet seats
  • Electric wiring, including sockets and switches,
  • Central-heating systems, gas and water pipes, water heaters, showers and storage heaters, fireplaces and fires that we've fitted.

 

If you need to report a repair for something that we are responsible for, the quickest and easiest way to do this is online although it’s also possible to do it over the phone, by email or using our online chat service.

Find out how to report a repair here.
 

Repair responsibilities of leaseholders and homeowners

Usually leaseholders and shared owners are responsible for all internal repairs to their home. This includes items such as the glass in the windows and the window handles and locks.

If you live in a leasehold flat or apartment you’re responsible for all repairs to the inside of your property.

 This includes repairs to:
  • Central heating, water heaters and fitted fires
  • Sockets switches and light fittings
  • Baths, sinks, toilets and cisterns
  • Drains and waste pipes.
We or another managing agent are responsible for:
  • Communal doors and entrances, halls, lifts and other communal areas
  • External repairs and painting of the exterior of the flat or apartment block and any communal areas on a set cycle.
 

How to report a repair

If you need to report a repair for something that we are responsible for, the quickest and easiest way to do this is online although it’s also possible to do it over the phone, by email or using our online chat service.

Find out how to report a repair here.