Tenant repair responsibilities

As your landlord, we are responsible for most repairs in your home. This is summarised in the tables in the drop downs below. 

We will:  

  • Arrange an appointment with you for the repair  

  • Prioritise repairs based on how urgent they are:   

    • Emergency repairs – We will come to a repair which requires an emergency response in 4 hours. Sometimes, we may only be able to make the area safe at first. If more work is needed, we’ll book another visit to finish the job. We will arrange the new visit with you within 3 working days. 

    • Routine or non-urgent repairs – A routine repair is something that needs fixing in your home, but it isn’t classed as an emergency.  This means the problem isn’t dangerous and it can wait without causing major inconvenience. 

      We’ll book a time to come and fix it that works for you.  

      It can take up to 30 working days to carry out and finish routine repairs. However, if we find that bigger work is needed, it may take up to 60 more working days to complete, and this will be categorised as a new job under 'Major works'.

       

  • Most repairs are carried out by our in-house contractor, M&Y, but we may use other contractors for specialist work.  
  • Damage caused by household members or visitors is your responsibility to repair or pay for.
  • In some cases, we can carry out repairs that are your responsibility. If we do, we will recharge you for the cost. 
  • If your home includes furniture provided by us, you must keep it clean and in good condition. If any items are broken or missing when you move out, you may be charged.
  • We will only repair criminal damage if you give us a crime or log number from the police.  

For more details, check your tenancy agreement.  If you don't have a copy, please contact our  team on:  

0344 736 0063   

Common Repairs – Who is Responsible?  

Gas

 
Repair Who is responsible
No Heating or Hot Water Us
Bleeding radiators and relighting pilot light Us
Chimneys (excluding sweeping) Us
Leaks from the boiler or radiators Us
Gas pipes and appliances provided by us Us
Water heaters Us

Electrical

We will carry out an electrical fixed wire test in your property every five years. 

It is your responsibility to allow us access to complete this safety check and ensure sockets are accessible.
 

Repair

Who is responsible
No hot water from immersion heater Us
Electrical wiring including sockets and switches Us
Intercom not working Us
Electric panel heaters not warming up Us
Storage heaters not warming up Us
Fuse box - resetting the trip switch 
You are responsible for resetting trip switches. If the trip will not reset, please report this to us.
Replacing Light bulbs You

Bathroom, kitchen and plumbing

 
Repair Who is responsible
Basin or sink replacement Us
Blocked bath, basin, sink, shower or toilet You
Broken toilet seats (refix or replace) You
Plug or chain replacement You
Plumbing/fitting your own domestic appliances, which must be done according to Gas Safe or NICEIC regulations You
Shower curtain replacement You
Dripping Tap Us
Unblocking external waste pipes only Us
Water supply and water pipes Us

General internal repairs

 
Repair Who is responsible 
Communal areas (unless damage has been caused by you) Us
Cracks (minor) in wall - patching Us
Cracks (minor) in ceiling - ceiling Us
Curtain pole, rail or track replacement You
Repairs needed due to accidental or deliberate damage will be your responsibility.
 You
Door adaptations (to accommodate carpets) including refixing draught excluders You
Door bell replacement or fitting (including batteries) You
Doors and frames Us
Door hinges and skirting Us
Draught proofing You
Fixtures and fittings provided by us Us
Fitting additional locks/catches or safety devices, for example spy holes, safety chains or burglar alarms You
Fixtures you have fitted, for example laminate flooring or shelves You
Handles and latches on inside doors and cupboards Us
Keys or fobs Us
Painting and decorating, including papering, woodwork or coving You
Replacing batteries in smoke alarms You
TV aerial, points or satellite dishes you have had fitted You

External

 

Repair

Who is responsible
Boundary walls and fences which we have installed Us
Doors Us
Door steps Us
Repairing drains,  gutters and outside pipes
We repair damaged drains/gutters. You are responsible for removing blockages caused by household waste (e.g., leaves, debris).
Clearing drains and gutters and outside pipes
We repair damaged drains/gutters. You are responsible for removing blockages caused by household waste (e.g., leaves, debris).
Clearing drains and gutters in houses Us
Clearing drains, gutters and outside pipes in flats
We repair damaged drains/gutters. You are responsible for removing blockages caused by household waste (e.g., leaves, debris).
Dustbin replacement (unless provided by the council)
We will replace dustbins where we originally provided them. Where bins are issued by the local council, they may charge you directly
Garages and stores (excluding sheds) Us
Overall structure of your home 
(This includes walls, roofs, foundations, and external brickwork.)
 Us
Paths and walkways where shared or main access to property Us
Roofs Us
Walls Us
Windowsills, catches, sash cords and window frames Us