Repairs and maintenance to your home
- Non-urgent repairs resume
- Need to report a repair?
- What you need to do to report a repair
- Repair response times
- Repair responsibilities
- The Right to Repair
- Improvements you arrange yourself
As a landlord, we carry out certain repair and maintenance work to keep your home in a safe condition and good working order.
Help us do it safely. We have started visiting to carry out all types of repairs again. This is what we are doing to keep you safe during repairs visit and what you can do to protect yourself.
Before we visit
You will be contacted before a repair to inform you of the visit, make sure you are comfortable with the visit going ahead, and make sure no one in the household has had any Coronavirus symptoms, or tested positive for Coronavirus, within the last 10 days.
What we will do
Repairs contractors will use appropriate PPE. All contractors have been trained on the use of PPE and disinfections procedures. In some cases, PPE may not be able to be used (such as gloves when repairing plumbing). When PPE is not used, contractors will disinfect and clean the surfaces in the work area.
What you can do
There are actions you can take to protect your household as well:
- Keep at least a 2-metre distance between yourself and the contractor.
- Stay in a different room to where the work is being carried out.
- Open doors and windows to improve ventilation.
- Wipe down any contact surfaces, such as doorknobs and handrails.
Call our free repairs hotline on 0800 085 1313.
When you report a repair please have the following information ready:
- Your home address
- Your name
- Details of when a representative can visit your home to repair it
- Contact details (telephone number and email address)
- Full details of the repair being requested
Contacting by email
Due to problems and delays with the repairs hotline, a temporary email account has been set up for rescheduling heating service appointments and following up on repairs enquiries. To do either of these, please email email@example.com and be sure to include your:
- home address
- contact telephone number
This email account will be monitored from 8am to 5pm, Monday to Friday.
This email is only for changing the rescheduling of heating service appointments and following up on repairs inquiries. Please continue to report all heating emergencies and breakdowns by calling 0333 207 0766
Where damage has been caused with intent (such as vandalism or burglary) make sure to obtain a Police Incident Number before reporting the damage, as it will be needed when reporting the repair.
In instances of accidental damage (for example, a cracked wash hand basin or broken toilet pan) it will be your responsibility to repair or renew the damaged items.
|Repair type||Completion time|
|Emergency repairs||Within 24 hours|
|Non-urgent repair requests||Within 35 days|
|Other repair requests||Dependent on the request|
An emergency is one or more of the following:
- A total loss of electric power or water supply
- An uncontrollable water leak
- A blocked, leaking or non-flushing toilet (when there is only one in your home)
- A water mains leak
- Insecure ground floor windows, doors or locks
Call our free repairs hotline on 0800 085 1313 to report a repair.
We will carry out certain repairs and maintenance to keep your home in a safe condition and good working order.
However, you also hold responsibilities for your homes condition.
You are responsible for:
- keeping your home in a reasonable and clean condition
- keeping the inside of your home in a good decorative state
The repairs that you are responsible for generally include:
- your own bathroom and kitchen floor coverings
- re-glazing within your home (unless a crime number is given)
- chipped baths, sinks, and wash hand basins
- minor hairline plaster cracks
- infestation (such as rodents, wasps and other insects)
- deliberate damage to your front door (we will repair if it has been reported to the police and there is a crime reference number)
- deliberate damage to bath panels
- replacement of bath or sink plugs
- washing lines (unless communal)
- any domestic appliance
- loose internal door handles
- blown fuses
- your own built-in wardrobes
- toilet seats inclusive of all fittings (except for anyone aged 75 and older or anyone with a disability)
- your shower
- shaver lights and battery-operated smoke alarms
- works associated with ‘lock outs’ - getting access, replacing locks and keys
- bleeding air from radiators
- draught excluders for doors and windows
- garden maintenance, including trees and hedges (unless there is a risk to health and safety)
- additional security
- clearing blocked kitchen sinks, hand basins and baths
- all repairs associated with your own appliances
- all repairs caused by misuse, neglect, or damage
- maintenance and repair of any additional fittings that you have installed
- door bells (unless they are part of a communal door entry system)
- internal doors - it is very important that you keep to current safety standards and do not remove internal doors
- light bulbs, fluorescent tubes, and starters
- curtain rails
- fences, unless they form an external boundary onto a road or footpath
- your own garden sheds and patios
- your own fireplace surround
We are responsible for:
- The structure and exterior of your home (such as the walls roof, and windows)
- Electrical wiring, gas and water pipes, and installations we have provided
- Heating and water-heating equipment we have provided
- Shared areas around your property
Any repairs undertaken that are your responsibility, whether it be from damage, misuse, or agreed tenant responsibility works, will raise a recharge invoice to recover the costs.
This is a government scheme that lists 20 common repairs (called qualifying repairs) and sets a prescribed period (number of working days) in which they must be completed.
|Qualifying repair type||Response time (working days)|
|Total loss of electric power||1|
|Partial loss of electric power||3|
|Unsafe power or lighting socket or electrical fitting||1|
|Total loss of water supply||1|
|Partial loss of water supply||3|
|Total or partial loss of gas supply||1|
|Blocked flue to open fire or boiler||1|
|Heating or hot water not working (from 31 October to 1 May)||1|
|Heating or hot water not working (from 1 May to 31 October)||3|
|Blocked/leaking foul drain, soil stack or toilet||1|
|Toilet not flushing (if your home has only 1 toilet)||1|
|Blocked sink, bath, or basin||3|
|Tap cannot be turned||3|
|Leak from a water pipe, tank, or cistern||1|
|Insecure external window, door, or lock||1|
|Loose or detached banister or hand rail||3|
|Rotten timber flooring or stair tread||3|
|Door entry phone not working||7|
|Mechanical extractor fan not working||7|
If the repair is not completed within the response time, you can ask us to get a second contractor and you may also be entitled to compensation in certain circumstances.
If an inspection is needed, the repair is allowed extra time. If the inspection identifies the need for major works, this is no longer covered under the right to repair and you will be given more details for the target time for completion.
Qualifying repairs must also be our responsibility, which means that it must not have been caused through misuse. If it is found to be your responsibility, you will be recharged for the repair.
The contact centre will determine the priority of repairs at the point of reporting.
Priority will be given to:
- vulnerable tenants, such as anyone over 75 years of age
- disabled people
- people with young children (0-5 years old)
If you are planning to make your own improvements to your home there are a few things to consider before going ahead. You will also need permission from us as your landlord. This can be done online, visit our tenant alterations page to find out more and for the online forms.
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