Repair responsibilities

rent charges

We’re responsible for keeping your home safe, secure and in good condition.

However, you’re also responsible for looking after your home – and it’s important to know what you should take care of and what you should ask us to repair.


You are responsible for repairing any damage to your property or communal areas caused by you or your negligence or misuse.

  • This also includes damage caused by other people who live in your property including children, animals and visitors.
  • Any repair work you do, must be done to a satisfactory standard acceptable to us.
  • If we have to organise the work, you will be charged for the repairs.

Below are some examples of who’s responsible for what. But you should always check your tenancy agreement to find the rights and responsibilities specific to your home.

  • Bathrooms

    Resident responsibility:

    • Blocked drains, toilets, sinks/wash hand basins, baths etc (excludes communal drains)
    • Plugs and chain
    • Shower curtain
    • Toilet seat

    Association's responsibility:

    • Bath
    • Burst pipes (if caused by a resident, it will be recharged to them)
    • Enclosed light
    • Extractor fan
    • Flooring
    • Shower
    • Toilet
    • Taps
    • Tap washers
    • Wash hand basin
    • Water supply
  • Building structure

    Association's responsibility:

    • Banister
    • Brick work / render
    • Chimney including pots and cowls
    • Damp proof course
    • Fascia and soffit boards
    • Floors
    • Foundations
    • Guttering
    • Handrails
    • Loft hatch
    • Plaster and plaster board (excludes minor cracks = anything less than the thickness of a £1 coin)
    • Porches
    • Roof including slates and tiles (excluding moss)
    • Roof skylight
    • Skirting boards
    • Stairs
    • Steps to entrance / exit
    • Ventilation systems
    • Walls
  • Communal areas

    Resident's responsibility:

    • Child’s play:
      Residents are not to let any child in their care play in shared entrances, halls, stairways, passageways or lifts.
    • Rubbish and obstructions:
      Residents must keep any shared or communal entrances free from rubbish, furniture, domestic appliances, or any items that may cause an obstruction or fire risk. Please do not drop litter or dump unwanted household items in communal areas.
    • Safety equipment:
      Residents must not interfere with security or fire safety equipment or means of escape in common areas.

    Association's responsibility:

    • Boundary fences or walls bordering a communal area
    • Communal areas to flats
    • Communal decoration
    • Communal drying areas
    • Door entry system
    • Driveways
    • Fencing between properties
    • Garages
    • Gates
    • Lighting
    • Main access paths and other paved areas
    • Parking areas
    • TV aerial
  • Doors and windows

    Resident's responsibility:

    • Door bell (unless hardwired)
    • Door numbers/plates
    • External door – lost keys / keys broken in lock
    • Letterbox

    Association's responsibility:

    • Broken / cracked glass in doors and windows (we will board up to make safe if necessary and re-glaze)
    • Door entry system
    • Internal and external doors including hinges, handles and locking mechanism
    • Window frames and sills
  • Electrical

    Resident's responsibility:

    • Faulty appliances
    • Replacing light bulbs (excludes sealed units)
    • Tripped fuse
    • TV aerial (individual)

    Association's responsibility:

    • Carbon monoxide detectors (battery and hardwired)
    • Periodic electrical check (every 5 years)
    • Smoke alarms (battery and hardwired)
    • Socket outlets and switches
    • Total or partial power failure
  • Flooring

    Resident's responsibility:

    • Floor coverings
      You are responsible for flooring in your home, except for bathroom and kitchen floors which are the association's responsibility.
  • Heating and hot water

    Resident's responsibility:

      • Setting programmer for heating and hot water
      • Bleeding radiators

    Association's responsibility:

      • Partial loss of heating/hot water 
        We will arrange for the job to be completed within 5 working days.
      • Total loss of heating and hot water between 1st October and 31st March
        We will arrange for the job to be completed within 24 hours.
      • Total loss of heating and hot water between 1st April and 30th September
        We will arrange for the job to be completed within 5 working days
      • Gas leaks. If reported by a resident, call the National Gas Emergency Service immediately on 0800 111 999 and take note of the incident number provided
      • Annual gas safety check and service (every year)
  • Kitchens

    Resident's responsibility:

    • Cooker repairs (cookers are gifted to residents when they move in)
    • Kitchen fittings provided by the resident

    Association's responsibility:

    • Burst pipes (if caused by a resident, it will be recharged to them)
    • Extractor fans
    • Flooring
    • Kitchen units
    • Kitchen work tops
    • Sink
    • Stop taps
    • Tap washers
    • Water supply
  • Outside

    Resident's responsibility:

    • Garden, including trees and shrubs
    • Garden sheds (including base)
    • Greenhouses
    • Painting and treating of fences
    • Rotary / washing lines
    • Water butts

    Association's responsibility:

    • Boundary fences or walls bordering a communal area
    • Driveways
    • Electric vehicle charging point
    • Fencing between properties
    • Garages
    • Gates
    • Main access paths and other paved areas
    • Outside tap
    • Parking areas
  • Pest control

    Resident's responsibility:

    Residents are responsible for pest control in their own home and garden.

    This includes ants, wasps, bees, rats, mice, and squirrels etc.

    This will be included in your tenancy agreement, and we would recommend you contact your Local Authority Environmental Health department who can offer assistance.

    Association's responsibility:

    The association is responsible for pest control in communal areas, for example in a communal garden in a scheme or a block of flats. In communal areas we will carry out any pest control and cover the cost through the service charge.

New build homes and repairs

  • New build homes

    If you move into a brand new home, the repair responsibilities are slightly different.

    There is a ‘defect period’ for new builds, which can vary from six to twelve months depending on our arrangement with the builder. Your housing officer should inform you when you signup for the tenancy what the defects period is from your home.

    Defects within the ‘defects period’:

    • Please report these to us in the normal way (phone us on 0300 1234 009, by email, or via myhomeonline and we will arrange for the contractor to contact you.

    Defects that occur just before the ‘defects period’ comes to an end:

    • Just before the defects period ends, we will arrange a convenient time to come and inspect the property. If you know about any defects, it is important that you tell us. Any outstanding defects which happen out of the main contract works will be listed and the contractor told. It is the contractors’ duty to put these defects right at their cost.

    Defects outside the ‘defects period’:

    • All future repairs and maintenance will be dealt with as a normal repair.