Repair Responsibilities

As your landlord we are responsible for some of the repairs and maintenance to your home. However, some of these responsibilities are yours as the tenant.

If you are a leaseholder or homeowner, your responsibilities will be different from a tenant. View our leaseholder and homeowner repair responsibilities here.

Below you can find an overview of which repairs are your responsibility and which repairs are our responsibility, but always check your tenancy agreement for full details.

Your responsibilities:

  • internal decoration
  • replacing light bulbs and lost keys
  • replacing bell batteries and bulbs
  • keeping the interior in a clean condition
  • replacing WC seats
  • changing tap washers
  • replacing plugs and chains in sanitary ware
  • removal of condensation to walls and internal windows
  • damage to front door or locks as a result of lock-out
  • any defects to the property caused by neglect, misuse or wilful damage and not considered normal wear and tear
  • repairs resulting from any unauthorised modification to fixture and fittings

Our responsibilities:

  • repair of building structure
  • exterior drains, gutters and pipes up to the main sewer
  • roof
  • outside walls, doors, gates, windowsills, window catches and window frames including external painting and external decoration
  • pathways, steps or other means of access
  • installations for the supply of water, gas and electricity, sanitation and heating including; basins, sinks, baths, shower attachments, WCs, water pipes, waste pipes, electric wiring including sockets and switches, central heating systems, radiators, boilers, immersion heaters and valves
  • kitchen units and built-in cupboards
  • internal walls, floors and ceilings, doors and frames, door hinges and skirting boards
  • double or triple glazing units
  • internal drainage systems including stack pipes
  • the cause of any water ingress and damaged associated with such ingress and penetrating or rising damp
  • plaster work (excluding minor repairs which would normally be dealt with during internal decoration)
  • broken window glass, but only where it can be clearly shown that it had not been broken by the tenant, any member of the tenant’s household or by invited guests

Emergency repairs

If your repair is an emergency, please always call us. We operate an out of hours service for emergencies, so if you are calling outside our usual opening hours, you can still report an emergency repair 24/7.

Emergency repairs include:

  • uncontainable leak
  • total loss of water
  • total loss of power

If you need an emergency repair, we will repair, or make safe, usually the same day, but always within 24 hours.

If you can smell gas, call the National Gas Emergency Service on 0800 111 999 immediately.

Vulnerable residents

If you are a tenant that is vulnerable, we may deal more urgently with some repairs. Please call or email us for more information.