Repair responsibilities

• Fixing internal structures like staircases and ceilings that pose a safety risk.
• Repairing major plastering issues, including major cracks and holes larger than a £1 coin, on ceilings or walls.
• Repairing loose or damaged banisters or handrails.
• Fixing a broken loft hatch.
• Decorating to make good after repairs or damp and mould treatment. Please note, we make good with white paint. We don’t redecorate like for like and we don’t replace wallpaper.

• Decorating walls and ceilings, including filling minor cracks and holes that are smaller than a £1 coin.
• Repairing or replacing any floor covering you or a previous tenant installed, such as vinyl tiles, sheeting, carpets or laminate.
• Letting us know if you have an open fire in use.

If we need to access under your floor covering to carry out a repair, you may be asked to lift the covering. If you lay carpets, it’s best to hold these down with gripper rods as it makes it easier to lift them for repairs.

If you’re disabled or vulnerable, we’ll move some items of furniture to carry out repairs to flooring, however we may not be able to move large or fragile items. If any of our team, or contractors, do move items, we’ll ask you to sign a disclaimer.

• Unblocking the toilet, if you’ve tried to clear it and it’s still blocked.
• Fixing any issues where there’s no drinking water or a loss of mains water supply, where this is in our control. In emergency situations we’ll work with the water provider if longer term measures are needed.
• Repairing or replacing taps that are dripping or leaking.
• Clearing major blockages in drainage stacks and surging drains.
• Replacing inspection chamber and / or cover.

• Turning off the stopcock if there’s a burst pipe, and then turning on all taps to release the water and reduce pressure. Make sure you know where the stopcock is located. It’s the main tap that you can turn off to stop the water in case of an emergency. Check that it’s easy to access and that everyone in your home knows where to find it.
• Unblocking waste pipes to sinks, toilets, basins and baths where the blockage is in your home. If you’ve been unsuccessful in trying to clear the blockage then let us know.
• Fixing leaks or blockages from your washing machine or dishwasher.
• Preventing pipes from freezing in cold weather by keeping your home warm, especially if you’re going away.

• Fixing or replacing broken and unsafe floor coverings.
• Fixing or replacing broken or cracked internal wall tiles.
• Resealing around the sink.
• Replacing the sink, if needed.
• Repairing or replacing electrical extractor fans.
• Ensuring kitchen base and wall unit carcasses and worktops are kept in good condition (unless you’ve caused damage, in this case repairs are your responsibility).
• Replacing kitchen in line with our planned major works programme.
  Please note that whilst we try to colour match as near as possible, there are occasions where
  components such as tiles and worktops may not match.

• Repairing or replacing plugs and chains on the sink. Unless you’re in Temporary Accommodation, where this is our responsibility.
• Maintaining kitchen doors and drawer fronts, including handles.
• Looking after your kitchen to keep it in a good condition.
• Making sure your extractor fan is clear and clean so it can work properly.

• Fixing or replacing broken and unsafe floor coverings.
• Fixing or replacing broken or cracked internal wall tiles.
• Replacing or repairing a broken toilet.
• Resealing around the bath, sinks or basins.
• Replacing bath, shower and hand basins (if it was installed by us), if needed.
• Repairing or replacing electrical extractor fans.
• Replacing bathroom/s in line with our planned major works programme.
  Please note that whilst we try to colour match as near as possible, there are occasions where
  components such as tiles and units may not match.

• Repairing or replacing toilet seats, bath panels, plugs and chains on baths, basins and sinks, shower curtains or screens, and shower poles. Unless you’re in
• Temporary or Sheltered Accommodation, where this is our responsibility.
• Keeping your bathroom/s in a good condition to help them meet their lifecycles.
• Making sure your extractor fan is clear and clean so it can work properly.

• Maintaining smoke alarm, carbon monoxide alarm and heat detectors.
• Repairing internal electrical fittings such as light switches and sockets (in the case of intentional damage, you will be charged).
• Restoring partial or total loss of electrical supply (unless it’s an issue with your utility provider, in which case please contact them).

• Resetting trip switches and turning off the mains supply if needed.
• Changing lightbulbs, including those inside light fittings, fluorescent tubes.

Gas and electrical appliances

Before you purchase a cooker please check if your property has a gas and/or electrical outlet. It’s your responsibility to install or connect a gas or electrical connection. You’re responsible for ensuring that all electrical goods, such as your fridge, freezer, washing machine, tumble dryer, dishwasher etc. are installed and connected safely in accordance with the user guidance. If you’re at all unsure, you should contact a qualified engineer or call us for further guidance. You must use a competent qualified person to carry out work for installing cookers.

Keep hold of any paperwork given to you by the engineer that you use.

• Repairing and maintaining your boiler to keep it working safely.

• Giving access to our contractor so they can test and service your gas appliances once a year.
• Checking your heating controls, like the thermostat, timer or programmer, to make sure they are set correctly.

Smell gas? If you suspect a gas leak

⚠ Call National Grid Gas Emergency Helpline on 0800 111 999
⚠ Open all the doors and windows
⚠ Turn off the gas supply at the meter control valve
⚠ DON’T turn on any electrical switches
⚠ Get out of your home immediately
⚠ Do not smoke or use naked flames
⚠ It’s illegal for anyone to use a gas appliance if they suspect it’s unsafe
⚠ Turn the appliance off and don’t touch it until it has been checked by a Gas Safe registered engineer

Gas and electrical appliances

Before you purchase a cooker please check if your property has a gas and/or electrical outlet.
It’s your responsibility to install or connect a gas or electrical connection. You’re responsible for
ensuring that all electrical goods, such as your fridge, freezer, washing machine, tumble dryer,
dishwasher etc. are installed and connected safely in accordance with the user guidance. If you’re
at all unsure, you should contact a qualified engineer or call us for further guidance. You must
use a competent qualified person to carry out work for installing cookers. For gas cookers the
engineers must be Gas Safe (formerly CORGI) registered, and for electrical cookers they must be
NICEIC qualified.

Keep hold of any paperwork given to you by the engineer that you use.

• Fixing gutters and rainwater pipes.
• Repairing brickwork and concrete.
• Addressing water penetration and flooding.
• Repairing drain covers.
• Repairing garage doors (this is not considered an emergency repair).
• Repairing paths that lead from the boundary to your main or back entrance doors.

• Keeping gully grids on drains clear of leaves and rubbish to prevent blockages and flooding.
• Avoiding growing shrubs or climbing plants too close to external walls, as they can damage brickwork, foundations and cause damp problems.
• Replacing keys or locks to sheds if they are lost or stolen.
• Maintaining and repairing paths and patio areas, except the path that leads from the boundary to your main or back entrance doors.
• Replacing clothes lines and rotary dryers, unless they’re in communal areas.

We sometimes need to put up scaffolding for roof, window and gutter works. In bad weather conditions repair workers can’t work at height, for example on ladders, scaffolding, or on the roof, for health and safety reasons. If scaffolding is put up around your home, you should let your home contents insurance company know.

When scaffolding is needed to repair an issue this may impact television signals. This is unavoidable and whilst we’ll try to limit the period of time that your signal is unavailable, we’re unable to provide alternative signal solutions.

Satellite dishes

We’ve installed Integrated Reception Systems (IRS) on all blocks with 12 or more flats. This provides a single channel/feed of Sky or Freesat reception to each dwelling. To receive Sky Plus/Q or full Freesat reception you’ll need an additional connection. This means that if you live in a block fitted with this system, you won’t need an individual satellite dish to receive Sky and Freeview signals. Residents aren’t allowed to install satellite dishes in any blocks, or individual houses without prior permission or guidance.

If your home isn’t covered by a communal television aerial, then it’s your responsibility to maintain and replace it.

• Carrying out an initial inspection of back garden or side access fences and gates in individual properties. We’ll also confirm boundary ownership through property deeds.
• Repairing, or replacing, back garden or side access fences and gates in individual properties that need fixing due to normal wear and tear.

Things to note

When we make fence repairs, we will fix or replace them with the same type of fence, including chain-link fences. If after inspection, we need to replace more than half of the boundary fence, then we’ll aim to replace with a six foot fence made from panels and concrete gravel boards and posts.

We appreciate your patience with our fencing repairs as we receive many requests for fence repairs, and the process can take longer during stormy seasons.

• Repairing rear garden fences and gates if the damage is not due to wear and tear.
• Repairing and replacing front garden fences and gates, including catches, locks and hinges.
• Keeping pets safe and secure in your garden, especially when waiting for a fence repair.

• Getting a specialist to carry out a pest survey and confirm the cause of the infestation. We’ll then agree appropriate action with you.
• Blocking up any holes that create an access point for pests.

• Reporting to us any sightings of vermin, such as rats or mice.
• Keeping your home clean, covering food, and keeping bin areas tidy to avoid attracting pests.

• Changing the locks on your front or back door if you have a police crime reference number (this is different from an incident number).
• Boarding up broken windows and doors. We’ll then replace them if you have a police crime reference number.
• Fixing external doors or windows that can’t be secured, for example a broken window or door handle.
• Repairing doors and frames to bathrooms, toilets or kitchens that won’t close properly.
• Fixing misted or blown sealed window units.

• Replacing keys or locks if you lose your keys or get locked out (unless you live in Sheltered or Temporary Accommodation).
• Fixing or replacing internal doors, locks and handles to rooms such as bedroom, living room and cupboard doors.
• Repairing or replacing letterboxes (unless you live in a flat that opens into an enclosed communal area. Please see communal areas section here).
• Adjusting doors, particularly when you fit new floor coverings.
• Replacing broken glass in windows, unless it’s due to vandalism or a break in.
• Fixing or replacing extra security locks, even if they were installed by a previous tenant.
• Replacing window keys to locking windows.
  If you get locked out, check with your contents insurer, as you may be covered. If not, we
  can help you get back in, but there will be a charge for this service.
  Tip: consider leaving a spare key with someone you trust or install a key safe.