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Help guides

What am I responsible for repairing in my home?

3 min read

What you’re responsible for depends on the type of home you live in and your agreement with us. In all cases, you must repair anything you or your visitors have damaged.

Leaseholders and shared owners 

  • If you live in a house, you’re responsible for all repairs inside and outside your home. 

  • If you live in a flat or maisonette, you’re responsible for all repairs inside your home. We’re responsible for the roof, main structure, and shared areas. The cost of maintaining these is usually included in your service charge. 

  • Check your lease for full details of responsibilities. 

  • Some repairs may be covered by your contents or buildings insurance. 

Social housing and private rent customers 

You’re responsible for minor repairs and replacements, and for fixing any damage caused by you or your visitors. This includes: 

  • Replacing light bulbs and fuses 

  • Fixing toilet seats and chains 

  • Plugs for showers, baths, and washbasins 

  • Maintaining washing machines and plumbing 

  • Repairing cookers and gas appliances you own 

  • Replacing door keys and locks if you’re locked out 

  • Adding extra locks 

  • Getting rid of insects or animals inside your home 

  • Repairing damage caused by leaks, condensation, smoke, or fire 

  • Repairing damage caused by break-ins (unless reported to the police with a crime reference number) 

  • Replacing carpets or floor coverings 

  • You should also: 

  • regularly check your smoke alarms and window catches 

We’re responsible for repairs to things we’ve installed, such as: 

  • Central heating systems 

  • Burst or leaking pipes 

  • Skirting boards and plasterwork 

  • Window frames and catches 

  • Kitchen units 

  • Air vents and extractor fans 

  • Sinks, baths, toilets, and shower tap washers 

  • Vinyl flooring we’ve provided 

We also carry out planned work, such as replacing kitchens, bathrooms or boilers, as part of our upgrade programme. We’ll let you know when your home is due for any upgrade work.  

Keyworkers and students 

You’re responsible for minor repairs and any damage caused by you or your visitors. We’ll repair most fixtures and fittings unless the damage was caused deliberately or through negligence, in which case we may recharge you. 

Retirement living 

Speak to your Site Manager or Housing Officer about any repairs. They’ll confirm who is responsible. If it’s your responsibility, you may be able to get help from your local Home Improvement Agency. 

How to request a repair 

  • Online: request a repair through My Account 

  • Phone: contact the Customer Contact Centre on 0800 432 0077 

    If it’s urgent (like a burst pipe), call us straight away. 

Keyworkers and students should contact their accommodation office. 

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