Both the Association and you have repair obligations. Before you started your tenancy your home was inspected to check it was safe and that installations were in good working order. We rely on you to help us by reporting repairs and allowing us reasonable access to carry them out.

Our repairing obligations

As your landlord, we have a legal duty to carry out certain repairs to your home when these are needed. We are responsible for ensuring that the exterior and overall structure of your home is well maintained. This may include:

  • The roof, outside walls, external doors, window sills, window catches, sash cords and window frames, including the necessary external painting and decoration
  • Internal walls, skirting boards, doors and door frames, hinges, locks, door jambs, thresholds, letter boxes, door handles, floors (including
    floor coverings in kitchen and bathroom) and ceilings, plaster work (but not painting or decorating)

We are also responsible for ensuring that installations for the supply of water, gas, electricity for sanitation and for space and water heating are well maintained. This may include:

  • Basins, sinks, baths, toilets, flushing systems and waste pipes
  • Electric wiring, gas and water pipes and taps
  • Water and space heaters, fireplaces and fitted fires
  • Sockets and light fittings

We will always carry out repairs as quickly as possible within agreed response times. The length of time taken to complete an individual repair will depend on:

  • The type of repair required i.e. emergency, urgent or routine
  • How quickly contractors are able to gain access to your home
  • Availability of the parts required to complete the repair

Repair response targets

All day to day repairs requested are categorised as Emergency, Urgent or Routine. We aim to carry out repairs within the target response time. Priority will always be given to the most urgent repair requests. The repairs included in each of the categories and the target response times are listed below:

Emergency – 1 day
• Burst pipes
• Blocked drains
• Electrical faults (where there is a safety risk)
• Total heating system breakdown (in winter)
• Gas leak or supply failure – contact National Grid
• Security risk
• Toilets (if unusable and only one in property)
• Broken windows (boarding up only)
• Damage caused by fire (repairs to make safe)

Urgent – 7 calendar days
• Electrical faults where there is no immediate danger
• Failure of heating system and/or hot water supply (where not covered above)
• Communal lighting
• Leaking roof
• Ceiling repairs
• Water leaks (slow)
• Overflows
• Repairs to toilets, sinks, baths and wash hand basins
• Leaking guttering
• Loose paving/paths
• Handrails to stairs/steps

Routine – 21 calendar days
• Repairs to kitchen units
• Poorly fitting doors or windows
• Repairs to fencing and gates
• Repairs to extractor fans
• Loose wall tiles
• Wood rot
• Cracked glass (where there is no danger to
persons or property)
We serviced / inspected the following in your home:
• Smoke alarms
• Gas boilers
• Oil / Coal appliances
• Electrical installations

We have a legal duty to ensure these vital checks are carried out and you MUST ensure that our contractors are able to gain access to your home. Failure to allow access for servicing is a breach of your tenancy terms and conditions and could lead to legal action being taken against you.

How well are we doing on repairs

For a proportion of repairs completed, we will ask your opinion on the quality of the work carried out and the approach of the contractors who deal with your repair. Your opinions really matter to us and our contractors and enable us to ensure that our maintenance service meets your expectations and provides good value for money.