Repair responsibilities

Your responsibilities for repair work will be different depending on whether you are renting a property from us or are a leaseholder or homeowner. 

This page explains which repairs are your responsibility, what we're responsible for and when we'll charge you for a repair.

repair-responsibilities-(1).jpgRepair responsibilities of residents

For tenants renting one of our properties, we have an obligation to keep the structure and outside of your home in a reasonable state of repair.

In return, you mustn't neglect or damage your home and are responsible for keeping it well decorated.

A full list of our responsibilities can be found below.

Your repair responsibilities

If you're a tenant renting a property from us, then there are a number of things within your home that you are responsible for.

You're responsible for:

  • Replacing locks and lost keys
  • Replacing doorknobs, letterboxes and other door furniture 
  • Replacing broken toilet seats
  • Unblocking sinks, baths and toilets
  • Replacing sink and bath plugs and chains
  • Replacing electrical plugs and fuses
  • Replacing light bulbs and fluorescent strips (except in shared areas like stairwells in blocks of flats)
  • Filling minor cracks in plaster
  • Repairing paths in your own garden
  • Repairing and replacing fences you share with neighbours
  • Sweeping chimneys
  • Testing smoke alarms in line with manufacturers' instructions, and replacing their batteries
  • Replacing washing lines (unless they're shared) 
  • Repairing items you've installed yourself
  • Repairing your own electrical appliances
  • Repairing TV aerials (unless they're shared)
  • Interior doors, handles and hinges inside the property, and cupboard catches
  • Fixtures or fittings you've provided, including extra security measures, and alterations
  • Keeping your home in a good decorative condition
  • Taking reasonable care of all specialist adaptation equipment.

Our repair responsibilities

If you're a tenant renting a property from us, then we must keep the structure and outside of your home in a reasonable state of repair and in proper working order.

This includes:

  • Drains, gutters, outside pipes and the roof
  • Outside walls, outside doors, window sills, window catches, sash cords and window frames, including  
  • any painting and decorating needed outside
  • Inside walls, floors, ceilings, door frames, but not painting and decorating inside
  • Chimneys, chimney stacks and flues, but not including chimney sweeping
  • Front paths, steps or other access points we own
  • Garages and stores that are part of the property
  • Boundary walls and fences, but not those you share with neighbours.

In addition to this we must keep in working order any installations we've provided for supplying water, gas or electricity, and for heating, hot water and sanitation.

This includes:

  • Basins, sinks, baths, toilets, flushing systems and waste pipes, but not plugs, chains or toilet seats
  • Electric wiring, including sockets and switches,
  • Central-heating systems, gas and water pipes, water heaters, showers and storage heaters, fireplaces and
  • fires that we've fitted.

How we can help

We're here to give you help and advice when you need it. 

 Have a look at our Money advice page if you are considering borrowing money to improve your home.

Also you can be part of a team that monitors the performance of our Repairs and Asset Management Teams. You’ll be making sure they deliver an excellent repairs service.
Find out more!

Or you could influence how our new homes look. You don’t have to have a background in design or development… all you need is an opinion.

Your views will really shape how our homes look in the future.
Find out more!


If you need to report a repair for something that we are responsible for, the quickest and easiest way to do this is through MyAccount, our online service for residents. Click here to report a repair.

To report repairs about your gas heating system or hot water supply, please contact our contractors directly. Click here to find your local contractor for heating repairs

Repair responsibilities of leaseholders and homeowners

Usually leaseholders and shared owners are responsible for all internal repairs to their home. This includes items such as the glass in the windows and the window handles and locks.

If you live in a leasehold flat or apartment you’re responsible for all repairs to the inside of your property.

 This includes repairs to:
  • Central heating, water heaters and fitted fires
  • Sockets switches and light fittings
  • Baths, sinks, toilets and cisterns
  • Drains and waste pipes.
We or another managing agent are responsible for:
  • Communal doors and entrances, halls, lifts and other communal areas
  • External repairs and painting of the exterior of the flat or apartment block and any communal areas on a set cycle.
 Use MyAccount to report a repair to the structure of the building or a communal area (internal or external).