You'll need to pay for repairs that are your responsibility.

You may have to pay us back if we're called out for a repair and we discover you're responsible. This might be the case if:

• you've lost your keys/fobs
• your washing machine has flooded a neighbour's home
• you've broken a window
• your sink or toilet is blocked by things like cooking fat or air fresheners
• your electric supply is tripping because of faulty appliances
• you've damaged something when doing work to your home.

You must repair any damage caused by you, your friends or family. We'll charge you for any repairs we have to carry out.

Our responsive repairs service addresses the condition of your home. They deal with 'wear and tear'. These are repairs that are necessary due to use and age. If you've installed your own fittings you need to repair these. If you have caused damage to your home and you do not fix this yourself then we'll arrange the work and recharge you for making this good.

If you misuse the repair service we may charge you. For example, if you seek an emergency call out when the repair isn't an emergency or it is your responsibility. Before we do any work, you'll have to pay a £10 deposit over the phone or at your local office.

Criminal damage

If you've been a victim of criminal damage, we will normally pay for the repair. You must report it to the police and get an incident number.

You'll need a valid crime reference number if the police have been in attendance. You may be held responsible for the cost of the repair if this is not supplied.