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What’s our responsibility and what’s yours?

Before contacting us about a repair, you should read the below to check whose responsibility it is.


What’s our responsibility


If we are responsible for carrying out a repair, we must be informed about it as soon as possible, so as to avoid the problem getting worse. If the repair is within a communal area, please do not assume that someone else has already contacted us about it.

We’re responsible for keeping in good order:

  • The structure of your property: roof, walls, floors, ceilings, doors, windows, drains, rainwater and soil pipes, paths, stairs and fences (if not the responsibility of the neighbour).  
  • Installations and services: toilets, baths, showers, sinks, electric, gas and water pipes (if not the responsibility of the gas and water companies), water heaters, central heating, gas fires, smoke alarms and TV aerials.                                                                                                                                         
  • Furniture, cookers, fridges etc: only if we provide these as part of your tenancy. If we do, these will be listed on the inventory which you will have signed when you moved in.

Things which are a shared responsibility


We are responsible for keeping communal areas in good repair, such as entrances, corridors, stairways and bin stores. This includes heating, lighting, door entry, security and fire alarm systems in these areas.

You are responsible for keeping shared areas clean, tidy and free from rubbish or obstructions.

Annual servicing


Every year we service the gas appliances, mains fitted smoke detectors and fire alarm systems in our properties to make sure they are in good working order.

It is essential that you allow us access to your home to do this work, which is for the safety of you and your family.

All gas servicing is carried out by a Gas Safe Registered Engineer.

What’s your responsibility


It is your responsibility to take good care of your home and garden. You are responsible for:

  • Keeping your home and garden clean and tidy.
  • Clearing blocked sinks, basins, toilets and drains.
  • Filling small cracks in with decorator’s filler.
  • The internal decoration of your home.
  • Adjusting or replacing doors when fitting or removing carpets.
  • Putting up curtain rails and re-fixing draught excluders.
  • Repairing or replacing electric plugs, fuses, light bulbs, florescent tubes, pull chords and door bells.
  • Paying for new locks and buying new keys after being locked out.
  • Boarding up broken windows and replacing broken glass.
  • Re-fixing toilet seats, bathroom cabinets, towel rails, toilet roll holders and mirrors.
  • Ensuring the installation of your own washing machine, dishwasher and safety fit gas cooker is done by a competent installer.
  • Providing and fitting shower rails and curtains.
  • Replacing plugs in hand basins, sinks and baths.
  • Relighting the boiler and setting heating controls.
  • Wiping away mould caused by condensation.
  • Looking after, and replacing washing lines and rotary driers.
  • Dealing with pest and wildlife infestations, such as wasps, mice and birds.
  • Repairing shelving, hats and coat rails.
  • Keeping taps and showers free from limescale.
  • Repairing internal doors.
  • Repairing any damage caused by you, your family or guests to your home, or communal areas of the property.
  • Insuring the contents of your home. Please ask your Tenancy Officer if you need advice about this.
  • Being at home when a repair appointment has been booked.

DIY in your home


If we own your home and you rent it from us, you will need our permission in writing before carrying out any repairs or improvements yourself. Please contact your Tenancy Officer if you wish to do any repairs or make any improvements.

If you own, or part own your home, you will have to pay either in part, or in full, for any repairs that we carry out. You may also need our permission before carrying out any repairs or home improvements yourself.

If you are unsure about your tenancy or responsibilities, please speak to your Tenancy Officer for advice.

Vandalism and neglect


You are responsible for repairs caused as a result of damage or neglect by you, your family, your visitors or your pets, including any accidental damage or any alterations that have been made.

Please be aware that you will be charged for the full cost of any repair work which we have to carry out as a result of damages caused by yourself.

If damage has been caused to your home by criminal action, you must report this to the police, so as they can investigate the matter. The police will then give you a crime number which you must tell us so as we can carry out the repairs needed.