Repairs responsibilities

As your landlord we are responsible for some of the repairs and maintenance to your home; however some of these responsibilities are yours as the tenant. Select the relevant tab below for an overview of landlord and tenant repair responsibilities (always check your tenancy agreement for full details.)

Residents will be recharged for damage or neglect identified in their home. Find out more about rechargable repairs.

Not a tenant? View our homeowner repair responsibilities page.

Living in a new-build home still under warranty or defect period? Visit our new build repairs page. 

  • Tenants' repair responsibilities

    As a tenant you are responsible for some of the repairs and maintenance of your home - always check your tenancy agreement for full details.

    Inside the home

    • Maintain and renew of internal decorations
    • Please let us know if there is a damp and mould issue in your home as soon as it happens by reporting a repair
    • Clear blockages in waste pipes and toilets, even if this is accidental. If the problem persists, contact us
    • Maintain any improvements made by you
    • Minor repairs to plaster, including filling minor holes and cracks
    • Look after and replace sink plugs, tap washers, toilet seats and lids, shower hoses, shower heads
    • Replace light bulbs, starter motors for strip lights, fuses
    • Fit and maintain doorbells, letterboxes and handles (unless you live in a flat)
    • Mend broken glass to your own front doors and windows if you have caused the damage
    • Repair and maintain kitchen cupboard doors, drawers, cupboard catches and hinges
    • Repair or replace keys and locks because of any damage by you, your family or visitors. This also includes repairs or replacements because keys have been lost.
    • Bleed radiators
    • Repair and replace internal doors, door handles and latches, including adapting internal doors to fit carpets
    • Looking after and replacing floor coverings and carpets

    Outside the home

    • Maintain dividing fences between you and your neighbour
    • Prune and maintain all shrubs, trees and grass within your private garden
    • Maintain any improvements made by yourself
    • Keep pathways clear of leaves and debris and undertake minor repairs
  • Landlord's repair responsibilities

    We are responsible for maintaining and repairing the structure and exterior of the building; and communal areas, including the following.

    Inside the home

    • Maintain gas and electrical heating, and hot water systems
    • Offer alternative heating in cases of complete breakdown
    • Install and test hard-wired smoke detectors and sprinklers
    • Repair water and roof leaks
    • Manage pest control in communal areas and inside homes (see pest control toolkit)
    • Maintain electrical sockets, wiring and light fittings including sealed lighting (we do not replace bulbs)
    • Structural repairs to walls, floors, ceiling, stairs and bannisters

    Outside the home

    • Maintain and clear gutters, drains and pipework to blocks
    • Maintain external doors, window frames and sills
    • Repair and maintain communal paving, pathways and outdoor steps leading to the main access point of the building
    • Install communal and boundary fencing to public or adjoining private land (not dividing fences between homes)
    • Remove dead, diseased or dangerous trees in communal back gardens and in street properties, after assessment


Please report all communal issues here Report a communal repair online

Your report will be sent directly to your local contractor.

Book your repair on MyAccount

Book your repair now on MyAccount. You can choose a time and date that suits you, track your repair from start to finish and even reschedule if you need to. All of our most common repairs are available to book through MyAccount.

You’ll also enjoy all the other features in MyAccount like checking your balance, making payments, and sending us feedback.

Alternatively, call us on 0800 3 282 282 between 8am – 5pm, Monday to Friday.

Please call us

Please call us on 0800 3 282 282 between 8am to 5pm, Monday to Friday, to book in your repair.

We’re sorry, you can’t report repairs online to your contractor at the moment. We’re working hard to add this feature, and it will be available for you using MyAccount later this year. Watch this space.

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