Report a repair

Some repairs are the responsibility of us, while others are the responsibility of you as the tenant.

We are responsible for repairs to the structure and exterior of your home, such as:

• roofs
• external walls
• doors
• window frames
• drainage.
• damp
• maintain fixed installations for water, gas and electricity, communal areas
• larger plastering works

You are responsible for looking after many of the items inside your home. This includes internal fixtures and fittings such as door handles and locks, cupboards and hinges, curtain battens, and minor plaster cracks.

You are also responsible for your own appliances, blocked sinks and waste pipes, and any alterations or fittings you have installed yourself.

Fences

Under your tenancy agreement, you are responsible for keeping any hedges and dividing fences forming part of your home in good order and repair.

Your tenancy agreement states:

It is your responsibility to maintain any fence that divides your home from your neighbour’s as per your tenancy agreement.

• you agree to keep any yards, paths, and garden (where they form part of your home) tidy and in good order and the grass cut and keep any hedges, dividing fences forming part of your home in good order and repair

Dividing fences

A dividing fence as a rule of thumb:

• if it divides your home from your neighbour’s, then you are responsible for maintaining it
• if it divides your home from a public area, then we are responsible for maintaining it

A public area is classified as a road, footpath, park, or other area that is open to members of the public.

If you are reporting the fence is damaged and dangerous we may visit to ‘make safe’ the area.

A 'make safe 'is a quick, temporary fix to remove any health and safety concerns and prevent further loss or damage after an event has occurred. This might mean that we remove the damaged fence piece and you may be left with a gap in your fence

Where a dividing fence is made safe, responsibility for permanent repair or replacement remains with the tenant in accordance with the tenancy agreement.

Where a non-emergency repair has been requested and it is evident that this is due to tenant damage, work will not be carried out unless the tenant pays for the full cost of the works in advance of the works being carried out in line with our rechargeable repairs policy. Affordable payment plans are available to assist tenants in financial hardship.

Where it is established that materials or parts have been ordered for works which is of a specialist nature and the tenant fails to allow access to undertake the work, we will proactively seek to recover the costs incurred from the tenant.

Reasonable adjustment

We will where necessary and appropriate make reasonable adjustments if it helps tenants receive the same service as everyone else in line with the Equality Act 2010.

Its purpose is to ensure all our services can be equally accessed by tenants with health conditions or disabilities, as well as those without. Further information can be found online: