Repair responsibilities

Published: 18 April 2023

Keeping your home safe, secure and well maintained is one of our main priorities and our Repairs service is here to carry out essential repairs to your property.

Our aim is to complete repairs ‘right first time’, but sometimes this isn’t possible and in those instances we will keep you updated on the progress of your repair.

Our Responsibilities

Tenants

As your landlord we have a legal responsibility to keep the main structure and outside of your home in good repair.

Examples of repairs we're responsible for:

The heating and hot water systems in your home
Kitchen and bathroom fittings, worktops and cupboards
Electrical wiring including sockets and switches
The roof including chimney and chimney stacks
Drains, gutters and external pipework
External walls, doors and windows
Door entry systems (intercoms that have been fitted by us)
External paths, steps and fences
Internal walls, doors and floors
The communal digital TV aerial systems (IRS).

What we will do when you report a repair

Provide you with a job reference number and agree an appointment time
Confirm your appointment by letter or text message, dependent on your preferences
Arrange for an operative to visit to carry out the repair; please make sure you are at home for your allocated appointment time or, if you are unable to keep the appointment, please let us know as soon as possible by calling 01253 477900 (select option 2).
In some cases we may need to carry out an inspection before making a convenient appointment with you to complete the repair at a later date.

Leaseholders

We are responsible for the repair and maintenance to the structure, exterior and shared parts of your block of flats.

Repairs we're responsible for

Communal doors and lighting
Water penetration test after leak from another flat or communal area
Roof
Rainwater and soil pipes
Decoration of communal areas
Communal facilities such as car parking areas, communal gardens, bin rooms, fencing and drying areas
Exterior walls, timbers, joists and beams

Full details of the repairs we are responsible for can be found in your lease. Where we complete these type of works, a proportion of the costs will be recharged to each leaseholder in the building.

If you need to report a repair which is our responsibility, please contact us.

Your Responsibilities

Tenants

Whilst we are responsible for most repairs in your home and maintaining the structure of buildings, your Tenancy Agreement explains certain repairs which are your responsibility. These might be repairs to things that belong to you, or items such as:

Replacing light bulbs, fuses and plugs
Bath and sink plugs and chains
Toilet seats
Maintaining gardens (unless communal) and garden sheds
TV aerials unless they are communal (IRS system)
Carpets and laminate flooring
Adjusting and/or replacing doors when you fit or remove flooring

You are also responsible for keeping your home in a good and clean condition and for insuring the contents of your home.

Please let us know as soon as you notice a repair is needed to prevent it getting worse or causing injury. It is your responsibility to allow us access to your home to carry out repairs, safety checks and inspections so please let us in to carry out this important work.

Please ensure any spaces we need to access are clean and tidy before we visit to complete the repair. If we are unable to access an area, due to poor condition or obstructions, we may not be able to complete the repair job and will discuss with you any action you will need to take. Once the issues are resolved, we will come back to complete the repair required.

Leaseholders

If you are a leaseholder, you are responsible for all repairs to the inside of your home, including:

Internal and external door repairs
Windows
Heating and hot water systems
Electrical supply/faults
Plumbing e.g. water leaks, blocked toilet
Internal decoration
Kitchen and bathroom fittings i.e. units, sinks, baths and showers

Published: 18 April 2023

Our Responsibilities

Your Responsibilities

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