Repairs and maintenance

We categorise all repairs into either an Emergency, Urgent or a Routine repair.

The nature of your repair will determine the time in which we have to complete the work necessary.

Emergency

This is when there is risk or danger to your health and safety or when a repair is needed to prevent serious damage to your home or a neighbour’s home.

The timescale for fixing emergency repairs is 24 hours.

Urgent

This is when there is a partial loss of a service to your home that affects your comfort or convenience. If a repair is not carried out it will result in further damage to the property.

The timescale for fixing an urgent repair is seven working days.

Routine

Routine repairs are those that do not interfere with your comfort and convenience, and do not cause further problems to the property.

The timescale for fixing a routine repair is 31 working days.

Repair reponsibilities

We are responsible for keeping the structure of our properties in good repair as well as the plumbing, electric and heating systems we provide. You, as our tenant, are also responsible for a number of repairs.

The table below shows a number of repairs and who is responsible for them:

Inventory itemWho is responsible?Exceptions
BoilerLandlord
BalconiesLandlord
BannisterLandlord
BathLandlord
Bin storeLandlord
BrickworkLandlord
Carbon Monoxide detectorsLandlordWhere installed by the tenant
CeilingsLandlord
ChimneysLandlord
CisternsLandlord
Clothes polesLandlordWhere installed by the tenant
Communal areas to flatsLandlord
CookersTenantWhen supplied by landlord
CupboardsTenant
DecorationTenantUnless stated as a landlord responsibility in tenancy agreement
Door bellLandlord
Door locks and securityLandlordExcept where tenant has lost keys
Doors to communal areas (including flat front doors)Landlord
Doors (internal within flats)Tenant
DownpipesLandlord
Drainage (including blockages)LandlordExcept where blockage caused by disposal of inappropriate waste.
Electric heatersLandlord
Electrical wiring, sockets, fuseboxes and MCBsLandlord
Entry systemsLandlord
FencesLandlord
Fires (electric and gas)Landlord
Floor coverings and carpetsTenantUnless stated as a landlord responsibility in tenancy agreement
FloorboardsLandlord
FoundationsLandlord
Gas central heating / pipes / radiators / thermostats etc.Landlord
GatesLandlord
Glass - external doors and windowsTenantExcept where crime reference number and / or police report is presented.
Glass to internal doorsTenant
GutteringLandlord
Handrails (external)Landlord
Keys (replacement)Tenant
Kitchen fittings and worktopsTenantWear and tear
LightbulbsTenant
Lighting (fixed)Landlord
Lighting (external)Landlord
Painting (external and communal areas)Landlord
Painting (internal)TenantUnless stated as a landlord responsibility in tenancy agreement
Parking area (communal)Landlord
Path to front door / path to gardensLandlord
Plaster and plasterboardLandlordExcept where tenant has caused damage with inappropriate wall fixings.
Pulley for clothes drierLandlord
RadiatorsLandlord
Roofs, roof tiles, roof fixtures and roof lightsLandlord
Shower unitLandlord
SinksLandlord
Skirting boardsLandlord
Smoke alarms and detectorsLandlord
Switches (electrical)Landlord
Stairs and steps (communal) and stair lightingLandlord
Taps and washers on tapsLandlord
TV aerials and satellite dishes Tenant
VentilatorsLandlord
Wash basinsLandlord
Waste plugs and chains to basins and sinksTenant
Water supplyLandlord
WCLandlord
Window frames, sills, locks and fasteners.Landlord