In general, you're responsible for taking care of your home, which means doing things like internal decoration, gardening, simple DIY jobs and looking after any fittings or appliances you install.

You are also responsible for any damage you cause.

What are you responsible for?

Electrical

  • Fuse box - resetting the trip switch
  • Fuses and plugs
  • Light bulbs (excluding fluorescent bulbs)

External

  • Additional locks and keys
  • Dustbin replacement (unless provided by the council)
  • Door name plates
  • Doorbell (unless supplied by us)
  • Pest/vermin control (unless common area)
  • Fireplace repairs (unless supplied by us)
  • Washing lines or rotary dryers (unless installed by us)
  • Gardens and sheds (unless common area or covered by rent)

Gas

  • Cooker installations (use Gas Safe registered contractor)

Internal

  • Add white goods (unless supplied by us)
  • Any system you have had fitted
  • Broken handles and latches to inside doors
  • Door chain (unless supplied by us)
  • Internal papering, painting, woodwork or coving
  • Keys/fobs
  • Floor coverings (unless supplied by us)
  • Minor patching and cracks to walls and ceiling

Bathroom, kitchen & plumbing

  • Bath panel replacement
  • Blocked bath, basin, sink, shower or toilet
  • Blocked toilet (unless only one in property)
  • Cistern/handle
  • Domestic appliances (including cookers)
  • Broken toilet seats (re-fix or replace)
  • Plug or chain replacement
  • Plumbing/fitting your own domestic appliances, which must be done according to Gas Safe or NICEIC regulations
  • Sealant replacement for kitchen units and sanitary fittings
  • Shower curtain replacement
  • Shower rail

What are we responsible for?

We are responsible for repairing and maintaining the structure and of your home, any communal areas and the fixtures and fittings we've provided.

Electrical

  • Communal stairwell - total loss of lights (depending on ownership)
  • Electrical wiring including sockets and switches
  • Electrical storage heating (if only form of heating)
  • Electrical warm air (if only form of heating)
  • Faulty light switches
  • Fluorescent tubes
  • Internal fan with no window
  • Light bulbs (connected to a landlords supply)
  • Mains powered smoke alarms (you replace batteries in battery powered ones)
  • Mechanical fan in kitchen or bathroom not working
  • Partial loss of electricity or sockets (if not caused by own appliances)
  • Power or fitting not safe
  • Sockets cracked or loose
  • Total loss of electricity - lighting or sockets (after normal checks - with supplier and trip switches or power company/utility fault)

External

  • Bin store doors
  • Blocked or leaking foul drain sewerage (only to property boundary)
  • Board up and replace broken glazing if Police Incident Number supplied
  • Coal bunker
  • Door entry phone
  • Door steps
  • Failed double glazing seal
  • Fascia board and soffit 
  • Fences and gates
  • Frames and panel repairs
  • Garage and carports supplied by us
  • Gutter and rainwater repairs and clearance
  • Insecure outside window
  • Leaking roof (make safe depending on ownership)
  • Lock and stay repairs
  • Meter doors
  • Outside doors
  • Outside painting
  • Paths and walkways where shared or main access to property
  • Porch or canopy repairs
  • Re-fix or replace loose or cracked tiles or slates
  • Replace broken glazing (if crime reference number supplied)
  • Roof repairs and downpipes (depending on ownership)
  • Trees and ivy cut back (in common areas only)
  • TV and aerial (only if supplied by us or part of common system)
  • Walls and masonry repairs

Gas

  • Bleeding radiators and resetting pilot light
  • Carbon monoxide detectors 
  • Chimneys and flutes (make safe if dangerous)
  • Chimney and flute repair
  • Gas fired system with radiators (if only form of heating)
  • Solid Fuel Systems (if only form of heating)
  • Vents

Internal

  • Air locks in radiator
  • Door repairs (wear and tear)
  • Door replacements
  • Draught proofing
  • Internal doors (fair wear and tear only)
  • Floors and stairs
  • Locks
  • Loose banister or handrail
  • Timber floors and stair treads - make safe any damage

Bathroom, kitchen & plumbing

  • Basin or sink replacement
  • Kitchen unit repair (make safe)
  • Kitchen unit replacement
  • Loss of water supply (to your property only)
  • Leaking from burst water or heating pipe tank of cistern
  • Minor leak from waste or supply (internal)
  • No hot water
  • No water from any hot/cold tap
  • Overflows and ball values
  • Re-fix loose wash hand basin
  • Re-fix wall tiles to bath and seal
  • Replace sealant
  • Replace tap
  • Shower hose/head leaking
  • Shower not heating up
  • Shower - no water supply
  • Shower pump not draining away
  • Shower screen broken
  • Shower tray leaking
  • Shower unit
  • Showers (unless fitted by you)
  • Sink bowl and drainer
  • Tap that cannot be turned off or on
  • Tap washer replacement (to stop dripping)
  • Tiled splash back
  • Unblocking external waste pipes ONLY
  • Water supply and water pipes

 

Report a repair

The quickest way to report a repair is with your online account.

Finding a tradesperson

We expect you to organise and pay for any repairs that are your responsibility. There are several websites where you can search for a reliable tradesperson to carry out work for you, such as:

Still need help?

If you are unsure which repairs are your responsibility, or if you have genuine difficulties getting jobs done, please contact us.