Repairs rights and responsibilities
An update on our new Interim Repairs Policy
From Thursday 10 October 2024, we have introduced a new Interim Repairs Policy which sets out the standards for a service that prioritises emergency and urgent repairs. Here's what you can expect under our new interim timescale for repairs:
- Emergency repairs (e.g., roof and gas leaks, exposed wires) – we’ll complete within 24hrs
- Urgent repairs (e.g., damaged bannisters, blocked toilets) – we’ll complete within 3 and 7 days
- Routine repairs (e.g., replacing glass after boarding up) – we’ll complete within 9 months
- Planned repairs (e.g., timber rot, window replacements, plastering) – we’ll complete within 12 months
Our repair responsibilities
We share the responsibility for home maintenance with you. We will repair your home if it is for something that we are responsible for maintaining. This includes:
- the outside of the property
- electrical wiring
- communal areas
- heating
- fixtures and fittings (excluding internal doors and décor as detailed below)
- plumbing and electrics
- boundary fencing/gates if an emergency repair is required. We may also replace these if they constitute a danger and there are young children
- and other areas deemed a hazard or a risk to health and safety
Your repair responsibilities
You will need to pay for any repairs to your home that you are responsible for maintaining. This includes:
- internal decoration e.g., internal doors, handles and hinges
- damage beyond the usual fair wear and tear
- pest control
- damage caused by neglect, deliberate or reckless behaviour
- shower curtains, toilet seats, work surfaces
- decorating your home
- replacing fittings, like batteries in heating controls and smoke detectors
- light bulbs
- fencing and gates (including boundary)
If you experience difficulties with any of the above, please contact for us advice, particularly if you have sealed bathroom lights or are experiencing difficulties with replacing fluorescent light fittings, and smoke detector batteries.
