Routine, Urgent, Emergency

Minor Repairs

Your tenancy agreement lists the repairing responsibilities of the Association and gives tenants the responsibility of reporting any repairs. As the tenant you are responsible for good housekeeping and some minor repairs such as:

  • Keeping the interior of the property clean and in good condition, such as tightening screws
  • Replacement of electrical fuses
  • Replacement of light bulbs (excluding communal areas)
  • Replacing plugs for sinks and baths and tap washers to standard taps
  • If you are in a house or bungalow, keeping air bricks free of soil and rubbish
  • Oiling locks and hinges as and when required
  • Taking frost precautions in winter
  • Clearance of blockages in sinks, waste pipes and toilets caused by lack of care (e.g. fat, tea leaves, hair)
  • Additional locks and keys or replacements when keys are lost (for suited locks the Association will need to make the arrangements to recharge you for the cost)
  • Fixtures and fittings such as curtain rails

Major repairs

As the landlord, we are responsible for the bigger maintenance and repair jobs.

We have a long-term plan to keep properties in decent condition with new kitchens, windows and heating systems. These jobs are planned in a cycle over several years. We will inform you when your home is due, but please ask if you have any queries. We may also need to visit your home from time to time to carry out a condition survey to help us plan when major works need to be carried out.

Planned maintenance

We carry out a programme of planned improvements to make sure our properties are always of the highest standard. We may do such things as painting the outside, replacing kitchens, windows or appliances. Some repairs are best done on a rota so that a group of properties in the same area can have the same work done at the same time, such as external decorating.


The Association has an ‘approved’ list of contractors for repairs and maintenance.

All our employees and contractors carry ID with them so please check this before letting anyone into your home.

If you have any doubt about the identity of your visitor, contact the office.

Once the repair has been done, we’ll ask you to complete a customer satisfaction survey to check you’re happy with how we dealt with it.

We regularly inspect our properties to see if any improvements are needed and will let you know by letter when any such work is going to happen.

We also do annual inspections and services of gas, electric and water appliances. You must allow our employees and contractors to come into your home to carry out these inspections and service work.

We will normally let you know at least 24 hours before we need to come into your home, but we may have to access quickly in an emergency.

Recharging for Repairs – We will charge you for making good any damage caused by your household or visitors through neglect, misuse or wilful damage.