What you’re responsible for depends on the type of home you live in and your agreement with us. In all cases, you must repair anything you or your visitors have damaged.
Leaseholders and shared owners
If you live in a house, you’re responsible for all repairs inside and outside your home.
If you live in a flat or maisonette, you’re responsible for all repairs inside your home. We’re responsible for the roof, main structure, and shared areas. The cost of maintaining these is usually included in your service charge.
Check your lease for full details of responsibilities.
Some repairs may be covered by your contents or buildings insurance.
Social housing and private rent customers
You’re responsible for minor repairs and replacements, and for fixing any damage caused by you or your visitors. This includes:
Replacing light bulbs and fuses
Fixing toilet seats and chains
Plugs for showers, baths, and washbasins
Maintaining washing machines and plumbing
Repairing cookers and gas appliances you own
Replacing door keys and locks if you’re locked out
Adding extra locks
Getting rid of insects or animals inside your home
Repairing damage caused by leaks, condensation, smoke, or fire
Repairing damage caused by break-ins (unless reported to the police with a crime reference number)
Replacing carpets or floor coverings
You should also:
regularly check your smoke alarms and window catches
look after your home by keeping a steady, comfortable temperature and using good ventilation to help prevent condensation and mould. For more advice, see: How do I prevent and treat damp and mould in my home?
We’re responsible for repairs to things we’ve installed, such as:
Central heating systems
Burst or leaking pipes
Skirting boards and plasterwork
Window frames and catches
Kitchen units
Air vents and extractor fans
Sinks, baths, toilets, and shower tap washers
Vinyl flooring we’ve provided
We also carry out planned work, such as replacing kitchens, bathrooms or boilers, as part of our upgrade programme. We’ll let you know when your home is due for any upgrade work.
Keyworkers and students
You’re responsible for minor repairs and any damage caused by you or your visitors. We’ll repair most fixtures and fittings unless the damage was caused deliberately or through negligence, in which case we may recharge you.
Retirement living
Speak to your Site Manager or Housing Officer about any repairs. They’ll confirm who is responsible. If it’s your responsibility, you may be able to get help from your local Home Improvement Agency.
How to request a repair
Online: request a repair through My Account
Phone: contact the Customer Contact Centre on 0800 432 0077
If it’s urgent (like a burst pipe), call us straight away.
Keyworkers and students should contact their accommodation office.