Before making an enquiry about a rechargeable repair

You are responsible for carrying out any repairs that are caused by accidental damage, misuse or neglect by you, any member of the household or guests to the property or any communal area.

We will respond to repair requests where damage has been caused accidentally or otherwise, although you should be aware that this will be a rechargeable repair. There are more details of this on our What are rechargeable repairs? page.

Important information

Before any work is carried out, an estimate will be given for the cost of the work to be undertaken. You will then be sent an invoice for the costs. It is possible to pay for recharged work in instalments, although this would incur additional administration costs.

You may be able to claim back the cost of a rechargeable repair if you have personal contents insurance. It is up to you to check your policy details to see if you are covered for accidental damage.

If we attend an out-of-hours emergency call out and the situation is not a genuine emergency, we reserve the right to charge you for the appointment.

Where repairs are required because of a break-in or vandalism, it is important to report the incident to the police and to get a crime reference number (this is not a log number or an incident number), otherwise the work will be recharged.

A list of repairs that you are responsible for

Certain repairs required to your property are your responsibility.

• Repairing any fittings that they have installed e.g. shelves or radiator coverings.
• Replacing keys when lost or when locked out.
• Fitting additional locks.
• Replacing or re-fixing garden gate latches, hasp and staples, padlocks, house numbers and store room numbers.
• Renewing or re-fixing draft excluders.
• Tightening and adjusting hinges and catches on internal doors and cupboards.
• Repairing or replacing minor fixtures.
• Replacing broken or cracked glass (potential rechargeable item).
• Repairing or replacing internal doors and frames (potential rechargeable item).
• Repairing or replacing door furniture including handles, letterboxes and door bells (potential rechargeable item).
• Resetting trip switches and replacing light bulbs, pull cords, fluorescent tubes and starters.
• Attempting to clear blockages in wastes, gullies or toilets.
• Renewal of a bath, sink or basin plugs, chains and WC seats (potential rechargeable item).
• Cleaning out shower heads.
• Taking action to prevent and manage condensation.
• Repairing minor cracks or holes in walls and ceilings.
• Replacing dustbins.
• Replacing clothes posts, lines or rotary dryers.
• Repair/replacing floor coverings installed by tenants i.e. carpets, vinyl, ceramic tiles, laminate flooring.
• Decoration.