Tenant repair responsibilities

As your landlord, we  are responsible for  most repairs in your home. This usually includes things that were already in the property when you moved in or anything  we’ve  installed since.  

We will:  

  • Arrange an appointment with you for the repair  

  • Prioritise repairs based on how urgent they are:   

  • Emergency repairs – we will attend within 4 hours of you reporting the issue  

  • Routine or non-urgent repairs – we aim to complete these within 30 days  

Most repairs are carried out by our in-house contractor M&Y, but we may use other contractors for specialist work.  

You  are responsible for :  

  • Any damage caused by you, your household, or your visitors  

  • Some small repairs (see the table s  below)  

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 of your lease, 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 access to for us to carry out this check and to ensure that all plug 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
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
Damage caused by you to the property, fixtures or fittings 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 Us
Clearing drains and gutters and outside pipes You
Clearing drains and gutters in houses Us
Clearing drains, gutters and outside pipes in flats You
Dustbin replacement (unless provided by the council) Us
Garages and stores (excluding sheds) Us
Overall structure of your home Us
Paths and walkways where shared or main access to property Us
Roofs Us
Walls Us
Windowsills, catches, sash cords and window frames Us