Who’s responsible for repairs to your home?
Our responsibilities
As a guide we are responsible for the repair and maintenance of the structure, exterior and common parts of a block of flats.
We aim to carry out repairs quickly and efficiently, and to provide you with a quality repairs service at all times. You can expect our staff or contractors working on our behalf to meet our service standards as listed below.
Service standards
- To carry out work to a good standard that gives value for money.
- To be quick and reliable.
- To keep you informed.
- To behave sensitively to the fact that we are working in your home.
- To be clear about what you can expect from us.
If you feel we have not met these standards, please use the repair satisfaction card to tell us why. You can also contact Customer Services on 0845 601 5042.
We would also like to know if you are happy with the service we have provided. When we finish a repair job we sometimes undertake customer satisfaction surveys, and you may be contacted. We will use the information to monitor and improve our performance.
We are responsible for:
Baths |
Repair/replacement. |
Brickwork |
This does not include garden walls (see separate entry). |
Carpentry |
Except any locks. |
Chimneys |
|
Communal areas |
|
Central heating |
Including storage heaters and fitted electric fires. |
Decoration (external) |
|
Domestic appliances |
If they are provided by us. |
Doors (external) |
Including door step (flats or maisonettes), including door step (houses). |
Doors (internal) |
Including door frame and hinges. |
Drains |
Excluding waste pipes. |
Electrical |
Wiring, sockets and switches, replacing fuses and resetting circuit breakers. |
Entry doors |
Communal, external (usually repaired periodically) and timber (prior to painting). |
Fences |
Check with Customer Services on 0845 601 5042. |
Fire grates and surrounds. |
|
Floorboards |
|
Floor covering |
Kitchen, WC and bathroom only. |
Garages |
Sole use or attached. |
Gardening maintenance |
Communal gardens and grassed areas with service charge for maintenance. |
Garden walls |
Houses or non-communal. |
Gas |
Contact the contractors direct. |
Glazing |
Communal glazing, internal glazing with crime reference number provided. |
Hand basins |
Repair/replacement. |
Hot water cylinder jackets |
|
Immersion heaters |
|
Kitchen units |
|
Lifts |
|
Lighting |
Communal/estate lighting. |
Light fittings |
Except light bulbs and dimmer switches. |
Paths |
|
Plastering |
|
Plumbing repairs and leaks |
Leaks to domestic appliances, e.g. washing machines, will only be repaired if they were originally provided by us. |
Porches |
Except broken glazing. |
Roofs and gutters |
|
Sanitary fixtures and fittings |
Except WC seats. |
Sink units |
|
Skirting boards |
|
Stairs |
|
Switches and sockets |
Except dimmer switches. |
WC repairs |
I.E. pan, u-bend, cistern, leaks. If blockage is considered to be caused through neglect of the tenant, a member of the family or another person on the premises you will be recharged. |
Windows |
Except window locks. |
Worktops |
|