Our responsibilities
We are responsible for:
• repairing the structure and exterior of your home.
• the systems that supply you with water, gas and electricity, sanitation, heating and hot water.
• for flats or maisonettes we will keep communal entrances, halls, stairways, lifts, passageways, refuse chutes and any other communal areas in good repair.
Your responsibilities
We are not responsible for all repairs in your home. We do not have a duty to repair your property if you, your family or your guests damage them, and this damage is due to neglect or carelessness.
In addition, you are responsible for certain work around your home, such as:
• decorating the inside of your home.
• trying your best to prevent damage by fire, frost and blocking of waste pipes.
• making minor repairs, for example:
- Installing TV aerials (except where a communal TV aerial is provided)
- Shortening doors to fit over carpets
- Plumbing in washing machines or dishwashers
- Providing and maintaining washing lines (unless they are communal)
- Providing plugs, light bulbs, tubes and light-fittings
- Bleeding radiators
- Clearing blocked sinks, traps, waste pipes and toilets
Planned Maintenance - Some repairs or replacements, often needed as a result of a fixture or fitting nearing the end of its useful working life, will be carried out under a separate Planned Maintenance Programme, as this is more cost effective and allows us to give you more choice. Typical repairs or replacements that come under the Planned Maintenance Programme include:
- Kitchen and bathroom replacements,
- Manufactured joinery, window and door replacements,
- Paths,
- Roof work (if not leaking),
- Major electrical works,
- Boiler replacements.
We can only complete your repair in the timescales given above if we gain access to your home at the first attempt. If we don't gain access to your home to do the work, we will leave a card. You will then have to contact the Customer Service Centre to rearrange the work and appointment date.
What if I'm not happy with the repair?
If you are not happy in any way with any aspect of the repair, then please let us know by ringing our Customer Service Centre on 0800 052 2526 . Please let us know as soon as possible because we can only put things right when we know about them. If you are still dissatisfied after we have tried to put things right, then you can use our 'Complaints' Process to address the issue.
Click here to download the Residents' Handbook (PDF 594kb)
Click here to view our Residents Right to Repair Policy (PDF 38kb)
Click here to view our Residents Right to Improve Policy (PDF 43kb)
Click here to view our Satellite Dish Policy (PDF 92kb)