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 tenants
• 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

If we can’t complete your repair during the first visit we will always make sure the situation in your home is safe before we leave. We will then return to your home at a later date to complete the full repair. If we classified it as an emergency or urgent repair when you first raised it with us, we will be back in touch within a maximum of 2 working days to arrange the completion of the repair. For less urgent repairs, we’ll assess the works needed and get back to you with the next steps as soon as possible.

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/electricity 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 and shared lighting serving the building or estate (where these are not adopted by the council or in other private ownership)
• Fences and gates which divide your home from a public path/right of way
• Floor coverings 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, tidy and free from clutter
• Carry out 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 damage 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 kitchen unit doors and drawers
• Renewal of letter boxes
• Items that you, your family or visitors have damaged
• Repairs to your own improvements (after receiving permission)
• Replacing light bulbs and fluorescent tubes (unless these are part of a sealed unit)
• Lock changes and replacing keys/fobs due to loss of keys (unless you are in sheltered housing)
• Path and patio repairs (we will maintain paths only around the perimeter of the building, and to any washing line installed by us)
• Doing as much as possible to prevent the build up of condensation in your home, and letting us know about any instances of damp or mould
• 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
• Repairs to boundary fencing and gates between neighbours' gardens

Repairs - Who is responsible? - a complete list

For further information on repairs, please refer to the Repairs Handbook provided to you when you signed up.

Protecting homes at risk of flooding

Some of our homes are located in areas which are at risk of flooding during exceptional rainfall or when nearby waterways rise. In these situations the risk of flood damage increases. To make sure these homes are protected as well as they can be, we have put measures in place to reduce flood risks, including early warning systems that help us respond quickly when we need to. We also regularly carry out planned preventative work 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 in advance so they can react accordingly, and we have equipment, including sandbags and portable pumps, and people ready to react quickly in 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 taken and continue to take appropriate measures where necessary and will monitor and react to ongoing situations accordingly.