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 item | Who is responsible? | Exceptions |
|---|---|---|
| Boiler | Landlord | |
| Balconies | Landlord | |
| Bannister | Landlord | |
| Bath | Landlord | |
| Bin store | Landlord | |
| Brickwork | Landlord | |
| Carbon Monoxide detectors | Landlord | Where installed by the tenant |
| Ceilings | Landlord | |
| Chimneys | Landlord | |
| Cisterns | Landlord | |
| Clothes poles | Landlord | Where installed by the tenant |
| Communal areas to flats | Landlord | |
| Cookers | Tenant | When supplied by landlord |
| Cupboards | Tenant | |
| Decoration | Tenant | Unless stated as a landlord responsibility in tenancy agreement |
| Door bell | Landlord | |
| Door locks and security | Landlord | Except where tenant has lost keys |
| Doors to communal areas (including flat front doors) | Landlord | |
| Doors (internal within flats) | Tenant | |
| Downpipes | Landlord | |
| Drainage (including blockages) | Landlord | Except where blockage caused by disposal of inappropriate waste. |
| Electric heaters | Landlord | |
| Electrical wiring, sockets, fuseboxes and MCBs | Landlord | |
| Entry systems | Landlord | |
| Fences | Landlord | |
| Fires (electric and gas) | Landlord | |
| Floor coverings and carpets | Tenant | Unless stated as a landlord responsibility in tenancy agreement |
| Floorboards | Landlord | |
| Foundations | Landlord | |
| Gas central heating / pipes / radiators / thermostats etc. | Landlord | |
| Gates | Landlord | |
| Glass - external doors and windows | Tenant | Except where crime reference number and / or police report is presented. |
| Glass to internal doors | Tenant | |
| Guttering | Landlord | |
| Handrails (external) | Landlord | |
| Keys (replacement) | Tenant | |
| Kitchen fittings and worktops | Tenant | Wear and tear |
| Lightbulbs | Tenant | |
| Lighting (fixed) | Landlord | |
| Lighting (external) | Landlord | |
| Painting (external and communal areas) | Landlord | |
| Painting (internal) | Tenant | Unless stated as a landlord responsibility in tenancy agreement |
| Parking area (communal) | Landlord | |
| Path to front door / path to gardens | Landlord | |
| Plaster and plasterboard | Landlord | Except where tenant has caused damage with inappropriate wall fixings. |
| Pulley for clothes drier | Landlord | |
| Radiators | Landlord | |
| Roofs, roof tiles, roof fixtures and roof lights | Landlord | |
| Shower unit | Landlord | |
| Sinks | Landlord | |
| Skirting boards | Landlord | |
| Smoke alarms and detectors | Landlord | |
| Switches (electrical) | Landlord | |
| Stairs and steps (communal) and stair lighting | Landlord | |
| Taps and washers on taps | Landlord | |
| TV aerials and satellite dishes | Tenant | |
| Ventilators | Landlord | |
| Wash basins | Landlord | |
| Waste plugs and chains to basins and sinks | Tenant | |
| Water supply | Landlord | |
| WC | Landlord | |
| Window frames, sills, locks and fasteners. | Landlord |