This chart will help you to check which repairs you are responsible for and which repairs we are responsible for.
There are different priorities for repairs.
E - Emergency repairs which we will make safe within 24 hours.
A - All other repair work which will be carried out by agreed appointment (except communal areas).
P - Planned work which we will contact you about in advance.
| Repair | We are Responsible | You are Responsible | Priority | Comment |
|---|---|---|---|---|
| Kitchens | ||||
| Gas or electric cooker point | A | |||
| Kitchen cupboards | A | |||
| Fit extra cupboards | ||||
| Sink (bowl and drainer) | A | Unless you fitted it | ||
| Sinks – plugs and chains | ||||
| Taps – fit new washers | A | |||
| Taps which cannot be turned | A | |||
| Repair extractor fan | A | Unless you fitted it | ||
| Bathrooms | ||||
| Bath and shower | A | Unless you fitted it | ||
| Bath – plugs and chains | ||||
| Toilet cisterns (ball valve and washers) | A | Unless it is an emergency | ||
| Toilet not working (if there is only one in the property) | E | |||
| Toilet not working (if there are two in the property) | A | |||
| Taps – fit new washers | A | |||
| Taps which cannot be turned | A | |||
| Extractor fan (internal) | A | |||
| Plumbing | ||||
| No water supply | E | |||
| Burst pipe, tank or cylinder | E | |||
| Water cylinder or tank | A | |||
| Downpipes (rain or soil) | A | |||
| Guttering | A | |||
| Blocked drains and sewers | E | You must keep them clean | ||
| Hot-water supply | A | |||
| Washing machine fittings | Unless we fitted them | |||
| Overflows | E | |||
| Insulating or lagging pipes and tanks | A | |||
| Toilet seats | ||||
| Bath panels | ||||
| Windows and doors | ||||
| Glass in windows and doors | A | Unless broken by you, a family member or visitor | ||
| Frames and fittings | A | |||
| Fire doors in shared areas | A | |||
| Insecure or seized window, lock or door | E* | *within 2 hour if one and only entry to property is blocked or special circumstances apply | ||
| Replace lost keys or change a lock | Ask about rechargeable repairs | |||
| Electrical | ||||
| Switches and sockets | A | Unless dangerous | ||
| Pull cords to light switches | A | |||
| Immersion heaters | ||||
| Strip lights fittings | ||||
| Strip light tubes & starter motors | ||||
| Central Heating | ||||
| Repair back boiler | E | We will make it safe and then repair as priority A | ||
| Blocked flue to open fire or boiler | E | |||
| All other heating | A | Call the Customer Service Centre for details | ||
| Inside structure | ||||
| Ceilings (repairs) | A | |||
| Floors | A | Not floor coverings you have fitted | ||
| Skirting boards and architraves | A | |||
| Stairs (inside) | A | Unless dangerous | ||
| Stair tread (rotten) | A | Unless dangerous | ||
| Handrail | A | |||
| Floorboards | A | Unless dangerous | ||
| Plastering | A | |||
| Tiles – walls, splashbacks and window cills | A | Unless you have fitted them | ||
| Outside and structure | ||||
| Brickwork and pointing | A | Unless dangerous | ||
| Walls | A | Unless dangerous | ||
| Chimney pots | A | Unless dangerous | ||
| Sweeping the chimney and flue | Unless solid fuel | |||
| Outside woodwork | P | Before painting is carried out | ||
| Steps to entrances | A | Unless dangerous | ||
| Porches and canopies | A | Unless you have fitted them | ||
| Roof repairs (tile and felt roofs) | A | Unless dangerous | ||
| Roof insulation | P | |||
| Sheds | ||||
| Out buildings and stores | P | Unless dangerous | ||
| Fencing | P | Except in shared areas or if bordering a path | ||
| Paths – garden | ||||
| Paths from door to pavement | A | Unless dangerous | ||
| Gate - front | A | |||
| Gate – back & side | ||||
| Garages | A | |||
| Extra garage lock | ||||
| TV aerial | ||||
| TV aerial (shared) | A | |||
| Other | ||||
| Inside decorating | ||||
| Outside decorating or rendering | P | |||
| Gardens | ||||
| Clothes lines, posts and hooks | Unless shared, then priority P | |||
| Drives and parking spaces | Unless shared, then priority P or A for emergency | |||
| Pest/rodents – communal area or garden | ||||
| Pests/rodents – your home or garden | ||||
| Condensation | ||||