Repairs and maintenance - Standard of repair work

Standard and quality of repair work

We expect our staff and contractors to carry out work in your home without causing unnecessary disruption or nuisance. To check the quality of the work, we carry out inspections on a number of completed repairs. This is to make sure the work has been done properly.

If any damage is caused while work is being done in your home you must let us know immediately. We also reply on you to let us know if you are not happy with the work carried out in your home.

Will you charge me for any repairs?

If a repair is needed because you have neglected your home, deliberately damaged it, or due to criminal damage where you have not obtained a crime reference number from the police, we will charge you the cost of the repair. We will tell you the reasons why we are charging you and ask you to sign a form before the repair is carried out to say that you agree to pay for the repair.

You will be responsible for repairs to fixtures or fittings damaged by you and anyone living with you or visiting you caused by neglect, deliberate or careless acts.

You are also responsible for repairing, renewing or replacing the following items:

• Cracked and/or broken windows/glazing unless this was caused by a structural fault or an act of vandalism or criminal damage that has been reported to the police and a crime number obtained.
• Window locks
• Plugs and chains in sinks, baths and wash hand basins
• Door chains, door locks, door numbers and letter boxes
• Lost or broken keys, all door and window keys

You must pay for the cost of cleaning blocked drains, toilets or waste pipes if the blockage is caused by the deposit of unsuitable refuse (for example disposable nappies) and/or neglect or carelessness by yourself, your household members and/or visitors.

You are responsible for:

• Non communal TV aerials
• Frozen internal pipes
• Any damage caused by forced entry made at your request
• Plumbing in washing machines and repairing and maintaining extra pipework
• Repairing and maintaining your own equipment such as cookers and washing machines.

If you call out the emergency repairs service and the repair is not an emergency or access is not available we will charge you a minimum fee of £30.

Reporting your repair

Out of hours repairs

Appointments and missed appointments

Right to Repair

Your repair rights and responsibilities

Our repair responsibilities

Repair priorities

Gas servicing, gas fires and central heating

Gas safety

Frost precautions

Condensation and ventilation

Carbon Monoxide

Repairs - Our Service Standards