Which repairs am I responsible for?
You should report repairs to us straight away, so we can put the problem right as quickly as possible.
Although we are responsible for completing most repairs to tenants’ homes, you may have to pay towards the cost of repairing or replacing damaged items. You are also responsible for maintaining some items yourself.
If you are a leaseholder, your rights and responsibilities are different to those of tenants.
Repairs you are responsible for
- re-glazing damaged windows and doors
- repairing or replacing damaged doors
- lock changes because of a key being lost
- clearing toilet and waste pipe blockages
- replacing electric fire elements and bulbs
- cleaning chimneys
- all standard lamps, bulbs and light fittings
- electrical fuses, and resetting fuse boards and trip switches
- plugs and chains in sinks and baths
- shower hoses and heads
- shower curtains and rails
- toilet seats
- clothes lines
- your garden, including trees, shrubs and clearing rubbish
- internal decoration
You are also responsible for repairing and maintaining any of your own installations. You must obtain our written consent before making any alterations to your home.
More information about how to do things yourself is available on our ‘How to’ page.
Repairs that you will be charged for
It’s important that you report repairs straight away. If you do not report a repair and it leads to further complications, you may be charged for the costs of completing any additional work.
If we repair something in your home because of damage caused by you or your guests, we may charge you for the costs of completing that repair.
If you provide a false repair report to get a quicker response, for example, by saying that a leak is severe when it can easily be contained, you may be charged for a portion of the costs.
Repairs you may be charged for include:
- removing and disposing of discarded items
- returning your home to its former condition after unauthorised alterations
- forcing access and changing locks because of lost or stolen keys, excluding instances where a crime reference number is provided
- repairs that are your responsibility
How much you will have to pay will depend on the cost of the repair. We also charge a £15 administration fee.
Repairs charges are payable in advance, but if you are unable to pay in full, we may agree to a payment plan. If the repair is not an emergency, you will be expected to pay at least half of the total charge before the repair is completed.
Paying for repairs
The easiest way to pay for repairs is online. You can pay anywhere using your smart phone, tablet or computer. You just need to be connected to the internet and have a debit or credit card handy. You will also need the payment reference which will be available on your invoice.
If you are struggling to pay, we may agree to a payment plan. If you have money worries, big or small, you should contact us.
If you do not pay your repairs charges, we may have no option but to recover the debt through the county court. This could result in a court order, which will incur further costs and may affect your credit rating. It could also affect some of your rights as a tenant.
Your right to repair
There are specific types of repairs, known as qualifying repairs, that the law says we have to carry out within a certain timescale. The 'right to repair' is a national scheme for council tenants, that ensures some small urgent repairs which may affect your health, safety or security, are done quickly.
If we don’t complete the repair in time, you have the right to ask us to employ a different contractor to do the work. If that contractor doesn’t complete the work on time either, we will have to pay you compensation.
Qualifying repairs include repairing or replacing insecure windows and doors, unsafe power sockets and electrical fittings, leaking roofs and broken door entry systems.
Damp and mould
Damp and mould growth are often mistaken for leaks. In most cases, they are caused by condensation, which occurs when warm moist air comes into contact with a cold surface like a wall or window.
There are lots of small changes you can make to help prevent condensation in your home.