Repairs and maintenance

Repair responsibilities

Most minor repairs are your responsibility to fix, but some repairs are our responsibility.

A shattered window

When you rent a home from us, there are some things you’re responsible for maintaining and repairing to keep your home in a good condition and other things that we’re responsible for as your landlord.

Your repair and maintenance responsibilities

These lists will help you identify your responsibilities, but you can find more details of all your repair and maintenance responsibilities in your tenancy agreement.

Our step-by-step guides will help you carry out simple repairs and maintenance at home if you are able to do so. This may avoid you needing to wait until we can send someone out to repair it for you.

Inside your home

If you contact us about any of the items on this list, we will explain that it is your responsibility and that we will not be able to send someone out to you:

  • bleeding radiators
  • changing light bulbs
  • cleaning your kitchen and bathroom
  • cleaning your windows
  • cleaning and replacing carpets and floors
  • cleaning kitchen and bathroom extractor fan vents
  • dealing with any pests, such as ants, fleas or mice
  • fitting curtains and blinds
  • fitting shower curtains
  • installing, repairing and replacing washing machines, tumble dryers and dishwashers
  • installing waste pipes on washing machines and vents on tumble dryers
  • knowing how to turn off your water stop tap
  • painting and decorating
  • preventing and controlling condensation
  • preventing your pipes from freezing or bursting in cold weather
  • reattaching light pull cords
  • repairing and replacing loose or broken toilet seats
  • repair kitchen cupboards and drawers
  • replacing bath and sink plugs and chains
  • replacing cracked or broken wall tiles
  • resetting trip switches in your fuse box
  • testing smoke and carbon monoxide alarms 
  • unblocking sinks, baths and toilets
Outside your home

If you contact us about any of the items on this list, we will explain that it is your responsibility and that we will not be able to send someone out to you:

  • cleaning your windows
  • clearing rainwater gully grids
  • cutting the grass in your front and back garden
  • getting new keys and changing the locks if you lose your keys or get locked out
  • looking after TV aerials
  • looking after garden paths and patios
  • looking after trees in your garden 
  • installing and maintaining sheds
  • repairing broken doorbells
  • replacing broken washing lines 
  • replacing garage door pulls
  • replacing smashed or damaged windows
  • repairing damaged fences (we will only repair fences if they border a public right of way and your tenancy agreement states that we are responsible)

Our repair and maintenance responsibilities

These lists will help you identify our responsibilities as your landlord. If you contact us about any of these items, we will ask you a few questions to understand the issue and advise how we'll get it sorted for you.

Inside the property
  • installing a smoke alarm 
  • repairing and servicing your boiler and central heating system
  • repairing damaged or leaking baths, showers, sinks, taps and toilets
  • repairing structural issues with walls, floors, ceilings and stairs
  • servicing your electrical wiring 
  • unblocking main drains
Outside the property
  • looking after communal areas
  • looking after garages
  • maintaining drains and gutters
  • repairing roofs
  • replacing damaged front and back doors
  • repairing holes or gaps in your external walls to stop pests from getting inside
  • replacing door locks if they break through normal use
  • repairing and replacing meter cupboard doors
  • sweeping your chimney once a year

Repairing deliberate damage or neglect

If we have to repair any deliberate damage to the property caused by you or visitors to your home or damage caused by you neglecting your responsibilities, you will be charged for the cost of this work.

Likewise, if we repair something that’s your responsibility, you will be charged the full cost. This is sometimes known as a recharge and we will advise you how this needs to be paid.

Examples of when we’ll charge the cost of our repairs back to you include:

  • if you lock yourself out of your house and need us to change the locks
  • if we have to replace smashed doors or windows
  • if you need us to unblock your sink or toilet
  • if you pull radiators off the wall

If your home was damaged by someone else, you may be covered for the unexpected repair costs by your home contents insurance. We don’t provide contents insurance, so it’s important you arrange your own cover as soon as you move into your home.