Who is responsible for repairs?
‘Responsive repair’ is how we describe small scale day-to-day repairs that are reactive in nature, rather than planned repairs or those we would pick up in longer-term investment programmes. ‘Responsive repair’ covers repairs needed to fix a single or multiple defects that should be carried out within a maximum of 20 working days.
What we aim to do
Our aim is to:
- Deliver a value for money responsive repairs service that meets the needs of our customers
- Comply with all relevant legislative and regulatory requirements and meet our contractual and legal obligations
- Ensure that we maintain a safe and secure environment
- Carry out only those repairs that are our responsibility
Our objectives are to:
- Provide a reliable responsive service
- Ensure the service is easily accessible through a range of different contact points
- Achieve high standards of customer care and satisfaction
- Ensure everyone is aware of their responsibilities for repairs and the costs associated with these
- Carry out repairs in one visit where possible
- Achieve a high quality of completed work
Who is responsible for repairs?
As the landlord, we are responsible for keeping the structure and outside of the home in a good state of repair, including:
- External walls, external doors, external window frames and sills
- Drains and gutters
- Access paths and steps
- External decorations
- Outbuildings which form part of the original structure or have been provided previously by the landlord
- Repair and improvement to communal areas
We are also responsible for keeping in repair and good working order:
- Installations for the supply of water, gas, electricity and sanitation (the service up to, and including the gas and electrical meter, is the responsibility of the service provider, unless the mains supply outside the home is owned by the landlord)
- Installations for room and water heating fitted by us
- Lifts, shared lighting serving the building or estate where these are not adopted by the council or in other private ownership
- Fences and gates which are our responsibility to maintain
- Floor covering that we have installed in kitchens, bathrooms and toilets, where there is a potential trip hazard
Our Tenancy Agreement sets out the contractual responsibilities for our tenants. We expect you to:
- Keep the inside of your home clean and in a good condition
- Maintain your garden
- Keep communal areas clean and tidy and free from clutter
- Do all internal decorations
- Report repairs quickly to prevent ongoing damage
- Meet the cost of repairs that are listed as your responsibility
- Provide access, in accordance with Tenancy Agreement conditions so that repairs can be carried out in line with priority timescales set
- Treat your home with respect and care, avoiding wilful damaged and neglect
Specific tenant responsibilities include:
- Replacing internal doors, toilet seats, plugs/chains to sinks and curtain rails and pelmets
- Plumbing to washing machines and dishwashers
- Minor repairs to doors and drawers to kitchen units
- Renewal of letter boxes
- Items that you or your family / visitors have damaged
- Repairs to your own improvements (after receiving permission)
- Replacing light bulbs and fluorescent tubes (unless a sealed unit)
- Lock changes and replacing keys/fobs due to loss of keys (unless you are in sheltered housing)
- Paths and patio repairs (we will maintain paths only around the perimeter of the building and to any washing line installed by us)
- Keeping an eye on the internal environment of the home to make sure that conditions do not arise which cause instances of condensation leading to mould growth and material decay
- Clearing internal blockages to sinks, baths, showers, WCs and gulley drains
- Repairs and maintenance to TV aerials (unless in a flat on a communal system), satellite dishes, telephones and their cabling and supply (Some homes have two TV points; a new one for access to digital TV and an old one no longer in use. It is your responsibility if you require both TV points to be operational)
- Repairs to sheds and structures you have installed
You can find a full list of who is responsible for what by taking a look at this list: Tenant responsibilities
For further information on repairs, please refer to the Repairs Handbook provided to you in your sign up.
Protecting homes at risk of flooding
Some of our homes are located in areas which are at risk of flooding during exceptional rainfall and when nearby waterways close to homes rise. In these situations the risk of flood damage increases. To make sure these homes are as protected as well as they can be, we have put measures in place to reduce flood risks, including the use of early warning systems that help us respond quickly when we need to. We also carry out planned preventative work on a regular basis, on those homes which are most vulnerable.
We are making use of Geographical Information Systems to plot high risk flood areas, as well as tracking weather forecasts through advanced weather warnings sent directly from the Meteorological Office. Our staff and contractors are informed of possible severe weather warnings in advance so they can react accordingly and we have equipment including sandbags, portable pumps and manpower ready to react quickly in the event of an emergency. We have also carried out physical work to help prevent flooding to homes most at risk.
While it is not possible to prevent flooding in every instance, due to the severity of some natural events we have and continue to take appropriate measures where necessary and will monitor and react to ongoing situations accordingly.