Charging for work and services
Recharges: charging for work that we carry out, which is a customer’s responsibility
As your landlord, we will carry out reasonable repairs which are not your responsibility, as detailed in the Tenant Information Pack. We will also work with you to resolve any tenancy or neighbourhood issues such as untidy gardens and fly-tipping.
If we need to carry out repairs that are your responsibility, or we have to spend significant time resolving tenancy or neighbourhood issues, we will recharge you for the cost of this work. Called ‘recharges’, these debts are incurred as a result of costs incurred by your actions. For example, if we have spent substantial staff time dealing with untidy gardens or anti-social behaviour, having made reasonable efforts to resolve the issues but a lack of customer co-operation means we have had to go beyond what is reasonable, we will recharge you for this time.
When we need to carry out work such as this, we will write to you and explain that you will be asked to pay for the work. Some examples of the way we do this are as follows:
We will start to recharge for untidy gardens after we have made two visits and informed you that any further visits will definitely be recharged as matter has not been resolved
If a repair is reported, such as a clogged drain or blocked toilet, we will inform you that you will be recharged for the work if we find that you have caused the problem
When we inform you that you will be recharged for work, you have an option to get this resolved privately. However, if the work has health and safety implications, requires a certified gas or electrical contractor or the damage itself represents a risk to life and property, we will always have our contractors complete the work so you will not be able to get this done privately and you will be recharged.
If you report a standard repair but we find on fixing it that it is a result of damage caused by you, we will advise you that you will be recharged.
Like with rent, we expect payment on time and as soon as possible, but if you cannot afford to pay the full cost in one go, we can work with you to set up a payment arrangement that must be repaid within 12 months. We will not extend this period in any circumstances.
If you want to dispute responsibility for something we recharge you for, you can send us your dispute in writing. Your appeal will be looked at by a manager within seven days and a decision will be made regarding responsibility. Once a decision is reached, you will be informed of the outcome and our reasons for the decision.