Repair responsibilities

rent charges

We’re responsible for keeping your home safe, secure and in good condition.

However, you’re also responsible for looking after your home – and it’s important to know what you should take care of and what you should ask us to repair.

Below are some examples of who’s responsible for what. But you should always check your tenancy agreement to find the rights and responsibilities specific to your home.

  • Bathrooms

    Resident responsibility:

    • Toilet seat
    • Plugs and chain

    Association's responsibility:

    • Bath
    • Shower (unless installed by resident or gifted)
    • Toilet bowl
    • Toilet cistern
    • Taps
  • Building structure

    Association's responsibility:

    • Chimney including pots and cowls
    • Roof including slates and tiles
    • Roof skylight
    • Fascia and soffit boards
    • Brick work / render
    • Foundations
    • Damp proof course
    • Walls
    • Plaster and plaster board (Excludes minor cracks = anything less than the thickness of a £1 coin)
    • Floors
    • Ventilation systems
    • Skirting boards
    • Loft hatch
    • Stairs
    • Banister
    • Steps to entrance / exit
    • Porches
    • Handrails
  • Communal areas

    Resident's responsibility:

    • Rubbish and obstructions
      You must keep any shared or communal entrances free from rubbish, furniture, domestic appliances, or any items that may cause an obstruction or fire risk. Please do not drop litter or dump unwanted household items in communal areas.
    • Safety equipment
      You must not interfere with security or fire safety equipment or means of escape in common areas.
    • Child’s play
      Do not let any child in your care play in shared entrances, halls, stairways, passageways or lifts.

    Association's responsibility:

    • Communal drying areas
    • Communal areas to flats
    • Communal decoration
    • Boundary fences or walls bordering a communal area
    • Fencing between properties
    • Gates
    • Driveways
    • Main access paths and other paved areas
    • Garages
    • Parking areas
  • Doors

    Resident's responsibility:

    • Door numbers/plates
    • Door bell
    • Broken/cracked glass in door (we will board up to make safe if necessary and possibly recharge).
    • Internal doors including handles, locks, bolts and hinges
    • External door – lost keys/keys broken in lock
    • Letterbox

    Association's responsibility:

    • External doors including hinges, handles and locking mechanism
    • Loose glass in door
    • Door entry system
  • Electrical

    Resident's responsibility:

    • Replacing light bulbs, fluorescent tubes, starters, plugs and tripped fuses (excludes sealed bathroom units)
    • Replacing batteries in smoke alarms and carbon monoxide detectors

    Association's responsibility:

    • Communal lighting
    • Smoke alarms (resident's are responsible for changing batteries)
    • Carbon monoxide detectors (resident's are responsible for changing batteries)
    • Socket outlets and switches
    • Total or partial power failure
  • Heating and hot water

    Association's responsibility:

    • Partial loss of heating/hot water 
      We will arrange for the job to be completed within 7 working days.
    • Total loss of heating and hot water between 1st November and 30th April
      We will arrange for the job to be completed within 24 hours.
    • Total loss of heating and hot water between 1st May and 31st October
      We will arrange for the job to be completed within 7 working days
  • Plumbing

    Resident's responsibility:

    • Blocked drains, toilets, sinks/wash hand basins, baths etc (excludes communal drains)
    • Plugs and chains
    • Washing machine fittings and hoses

    Association's responsibility:

    • Guttering and down pipes
    • Overflow
    • Water supply
    • Tap washers
    • Burst pipes (if caused by the resident it will be recharged)
  • Kitchens

    Resident's responsibility:

    • Cooker repairs (cookers are gifted to residents when they move in)
    • Kitchen fittings provided by the resident

    Association's responsibility:

    • Stop taps
    • Kitchen work tops
    • Kitchen units
    • Sink
  • New build homes

    If you move into a brand new home, the repair responsibilities are slightly different.

    There is a ‘defect period’ for new builds, which can vary from six to twelve months depending on our arrangement with the builder. Your housing officer should inform you when you signup for the tenancy what the defects period is from your home.

    Defects within the ‘defects period’:

    • Please report these to us in the normal way (phone us on 0300 1234 009, by email, or via myhomeonline and we will arrange for the contractor to contact you.

    Defects that occur just before the ‘defects period’ comes to an end:

    • Just before the defects period ends, we will arrange a convenient time to come and inspect the property. If you know about any defects, it is important that you tell us. Any outstanding defects which happen out of the main contract works will be listed and the contractor told. It is the contractors’ duty to put these defects right at their cost.

    Defects outside the ‘defects period’:

    • All future repairs and maintenance will be dealt with as a normal repair.
  • Outside

    Resident's responsibility:

    • Greenhouses
    • Garden sheds (including base)
    • Painting and treating of fences
    • Garden

    Association's responsibility:

    • Boundary fences or walls bordering a communal area
    • Fencing between properties
    • Gates
    • Driveways
    • Main access paths and other paved areas
    • Garages
    • Parking areas
  • Pest control

    Resident's responsibility:

    Residents are responsible for pest control in your own home and garden.

    This will be included in your tenancy agreement, and we would recommend you contact your Local Authority Environmental Health department who can offer assistance. (link to: https://www.gov.uk/report-pest-problem)

    Association's responsibility:

    The association is responsible for pest control in communal areas, for example in a communal garden in a scheme or a block of flats. In communal areas we will carry out any pest control and cover the cost through the service charge.

  • Safety checks

    Association's responsibility:

    • Gas leaks
    • Annual gas safety check and service (every year)
    • Periodic electrical check (every 5 years)
  • Windows

    Resident's responsibility:

    • Broken glass in window (we will board up to make safe if necessary and possibly recharge).
    • Broken glass panels (we will board up to make safe if necessary and possibly recharge).
    • Lost keys to window locks (keys will be provided when you move in).

    Association's responsibility:

    • Window frames and sills
  • Other

    Resident's responsibility:

    • Floor coverings
      When a property is being prepared to be re-let, we will ensure there are suitable floor coverings in the bathroom, kitchen and separate WC. When a property is let, these coverings then become resident responsibility.
    • Internal decoration
  • Damage caused by a resident to their home or communal areas

    You are responsible for repairing any damage to your property or communal areas caused by you or your negligence.

    • This also includes damage caused by other people who live in your property including children, animals and visitors.
    • Any repair work you do, must be done to a satisfactory standard acceptable to us.
    • If we have to organise the work, you will be charged for the repairs. We will send you a bill with an explanation of the works carried out. If you do not pay the bill we may take steps to recover the costs, and this may mean legal or court action against you.