We have a legal responsibility to keep your home in good repair but some things are your responsibility to fix.

Who is responsible?

The information below should give you a quick guide to what we repair.

 

Responsibility

  

 Type of repair

Ours

Yours

Exceptions

Electrical repairs

✓

 

Except replacing plugs, fuses, doorbells and the meter from your supplier

Gas

✓

 

Except the meter from your supplier

Heating systems (including storage systems and fitted electrical fires)

✓

 

 

Door locks (external)

✓

 

 

Door locks (internal)

 

✓

 

Infestations

 

✓

Except insects and vermin in a communal area

Garden maintenance (including dustbins and refuse areas)

 

✓

 

Replacement of broken glass in windows and doors (including instances of vandalism)

 

✓

Unless the breakage is reported to the police and has a valid crime reference number

Repairs you will have to pay for

You will be charged for the repair if the following circumstances apply (although this list is not exhaustive):

  • If it has to be carried out because of your misuse or neglect; this includes damage caused by people living with you or visitors to your home
  • If you tell us the repair is an emergency repair and it is not (please click here to find out how we prioritise our repairs)
  • If you do not provide access to the out-of-hours operative or inspector
  • If you accept responsibility and require the works to be done.

We will not accept responsibility for paying the bill if you instruct a contractor to carry out work.