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Repairs - who does what?

Repairs - who does what?

When something goes wrong, you need to know who can put it right.

There are many different things that could need fixing at your council property.

We will fix many types of repairs, but as a tenant, some problems are your responsibility and you will need to either do them yourself or find someone that can.

Where a repair is needed due to damage, misuse or neglect, we may carry out the work but recharge the cost to you.

Take a look through the repairs below to find out who is responsible, there is also a full list available to download at the bottom of the page.  

Key:

Tenant - the tenant is responsible for carrying out this work

Recharge - we will do the work, but recharge the cost to the tenant

Council - we will carry out these types of repairs and maintenance



Tenants are responsible for the following general work and repairs: Tenant

  • Items fitted by a previous tenant and accepted by tenant on taking over the tenancy 
  • Cleaning or decorating the interior of property, to restore it to an acceptable state
  • Reinstating wall and ceiling finishes where the tenant has applied additional finishes 
  • Plumbing of washing machines
  • Waste blockages of washing machines
  • Connection of cooker
  • Domestic appliances (unless supplied by the council, and not gifted to the tenant)
  • Fixtures and fittings

Repairing damage caused by tenant, occupant or visitor to property Recharge we will repair the damage and recharge the cost to the tenant. 

Infestations of any kind, including mice, cockroaches and bed bugs - Recharge we will deal with the infestation and recharge the cost to the tenant. Charges will be made in line with our agreed pest control fees and charges

Flooding - Council we are responsible for this repair work. 

We will carry out the following repairs: Council

  • Stair lift broken
  • Shower seat loose or broken
  • Hand or grab rail to bathroom/shower room loose or broken 
  • Sealed bathroom flooring is damaged 
  • Hand or grab rail to external door loose or broken

Putting up TV/radio aerials, or satellite dishes, on the outside of the property - Tenant the tenant is responsible for this work, except in former sheltered housing scheme properties or blocks of flats when it is the responsibility of the council. 

Loose aerials and satellite dishesTenant the tenant is responsible for this repair, except in former sheltered housing scheme properties or blocks of flats where the council is responsible.

TV aerials, sockets, and cabling - Tenant the tenant is responsible for this type of work.

TV outlet is damaged beyond repair or is not working properlyTenant the tenant is generally responsible for this work, but the council is responsible for repairs to communal TV aerials.

Communal TV aerial is not working properly - Council we are responsible for this repair. 

General

Keeping waste pipes clear, and clearing blocked baths, basins, sinks, toilets and drainsTenant it is the tenant's responsibility to keep waste pipes clear from blockages. Tenants should try to clear any blockages with a plunger or suitable cleaning agent. If a blockage remains after doing this they can contact us and we will clear it for free - unless the blockage has been caused by misuse* (see details below).

Tenants are responsible for the following work and repairs: Tenant

  • Cleaning and removing limescale from baths, sinks, basins, taps and showerheads 
  • Replacing plugs and chains to baths, basins and sinks
  • Repairing tenant installed items (eg shower, extra tiles)

We will carry out the following repairs: Council

  • Renewing wall tiles and seals around baths, basins, sinks and showers
  • Tap washer replacement

Basins and sinks

Waste to sink/basin is blockedTenant the tenant should try to clear blockages with a plunger or suitable cleaning agent. If a blockage remains after doing this they can contact us and we will clear it for free, unless the blockage has been caused by misuse* (see below).

*Blocked sink waste pipe due to hot fat/misuseTenant the tenant is responsible for this work - we will recharge the cost to you if you have called us out to fix it. 

Tenants are responsible for the following work and repairs: Tenant

  • Cracked wash basin due to object dropped in it
  • Trap to sink/basin damaged

We will carry out the following repairs: Council

  • Waste to sink/basin is leaking
  • Sealant around sink/basin and wall/water seepage
  • Chrome waste fitting to sink/basin damaged
  • Basin is loose
  • Pedestal to basin is cracked or damaged
  • Sink top loose 

Baths

Bath is blockedTenant the tenant should try to clear blockages with a plunger or suitable cleaning agent. If a blockage remains after doing this they can contact us and we will clear it for free unless the blockage has been caused by misuse* (see below).

*Blocked bath due to misuse - Tenant the tenant is responsible for this work - we will recharge the cost to you if you have called us out to fix it.

We will carry out the following repairs: Council

  • Trap to bath is damaged
  • Water leaking under bath
  • Chrome waste fitting to bath is damaged
  • Sealant around bath/water seeping between shower and wall
  • Bath is loose
  • Bath panel is loose

Showers

Shower waste is blockedTenant the tenant should try to clear blockages with a plunger or suitable cleaning agent. If a blockage remains after doing this they can contact us and we will clear it for free unless the blockage has been caused by misuse* (see below).

*Blocked shower waste due to misuse - Tenant the tenant is responsible for this work - we will recharge the cost to you if you have called us out to fix it.

Shower head blockedTenant tenants should try to clear the blockage themselves by thorough cleaning. If it remains blocked after this the tenant should contact us and we will fix it for free.

Tenants are responsible for the following work and repairs: Tenant

  • Shower over bath (fitted by tenant) is damaged or not working
  • Shower curtain is damaged or missing - New tenants will have a shower curtain installed by the council. After this point tenants will be responsible for maintaining or replacing it.

We will repair the following damage but will recharge the cost to the tenant: Recharge

  • Shower head damaged
  • Sliding shower holder is damaged
  • Shower tray and waste unit damaged

We will carry out the following repairs: Council

  • Electric shower not working properly
  • Sealant around shower/water seeping between shower and wall
  • Hose is damaged
  • Mixing valve is not working properly
  • Shower curtain rail is broken
  • Shower curtain rail is loose
  • Shower cord is broken

Toilets

Taking action to prevent toilet from becoming blocked and/or try to clear if it does become blockedTenant tenants will only be expected to clear a blocked toilet pan. If the drainage system is blocked call the council for it to be repaired for free, unless it has become blocked due to misuse* (see below).

*Blocked toilet due to nappy, toy, baby wipes, hand towels, paper towels, sanitary products or other non-flushable items - Recharge if the drainage system is blocked by an item which is non-flushable, we will clear the blockage and the cost will be recharged to the tenant. 

Tenants are responsible for the following work and repairs: Tenant

  • Replacing flush chains and handles
  • Cleaning and removing limescale from toilet pans
  • Toilet seat damaged or broken

We will carry out the following repairs: Council

  • Repairs to cistern, overflow and flush system
  • Toilet leaking or loose

 

Communal areas and door entry

Keeping all shared areas tidy, safe and free of obstructions - Tenant tenants are responsible.

Replacing lost or stolen keys or fobs to common entrance doors - Recharge we will carry out this work and recharge the cost to the tenant concerned.

External door entry buzzer is not working - Council we will carry out this repair.


Glass and glazing

We will carry out the following repairs and recharge the cost to the tenant: Recharge

  • Replacing broken or cracked glass in any inside or outside door or window
  • Re-glazing of window due to tenant damage
  • Re-glazing of glass panel in door due to tenant damage/wind slam

Condensation between double-glazed units - Council the council is responsible for carrying out this repair.


Windows

We will carry out the following repairs to windows: Council

  • Boarding of window
  • Silicone around frame, rubber draught seal or beading is missing or damaged
  • PVCu sash will not open or close properly
  • Handle or handle wedge missing or broken
  • Window lock key is missing
  • Trickle vent is damaged
  • Hinge is damaged or hinge defender needs lubricating
  • Window restrictor is damaged or missing
  • Window catches and sash cords

Door locks and closers

Replacing keys, door entry fobs or locks when lost, stolen, or tenant gets locked out - Tenant the tenant is responsible for this work.

Access or lock replacement due to lost keys or deliberate damage to lock - Recharge we will carry out this work and recharge the cost to the tenant.

We will carry out the following work to locks and closers: Council

  • Perko closer is damaged beyond repair
  • Door closer is not working properly
  • Heavy duty closer is damaged beyond repair
  • Panic bolt is damaged beyond repair
  • Panic bolt is not working properly
  • Padlocks, bolts, limiters and viewers damaged or missing
  • Lock or latch is missing, damaged or not working properly
  • Repair/replacement of lock to external door due to normal wear and tear

External doors

Providing/replacing door knockers/bells - Tenant the tenant is responsible for this work; this includes replacing door knockers and bells fitted by any previous tenant.

We will carry out the following repair work to external doors: Council

  • Door will not open or close properly
  • Fire door is damaged beyond repair
  • Silicone around frame, rubber draught seal or beading is missing or damaged
  • Door and frame needs securing after forced entry
  • PVCU door needs boarding
  • Timber door needs boarding
  • Providing/replacing security chains, letter plates or numbers
  • Timber, steel or aluminium doors will not open or close properly
  • Weatherboard is damaged or missing
  • Weatherboard is loose
  • External frame is loose
  • Frame needs repair after forced entry
  • Water is seeping between the frame
  • Draughts around external door
  • Threshold is loose

Internal doors

Oiling hinges and locks - Tenant tenants are responsible for this type of maintenance.

We will carry out the following work to internal doors: Council

  • Replacing locks, handles and latches on internal doors
  • Adjusting doors for new carpets
  • Frame is loose
  • Section of frame is damaged
  • Door stop is loose
  • Door stop is damaged or missing
  • Architrave is loose
  • Threshold is loose
  • Door needs repairing
  • Door will not open or close properly
  • Internal door is damaged beyond repair

Tenants are responsible for the following work: Tenant

  • Keeping waste pipes, gullies and drains clear to prevent them from becoming blocked
  • Clearing blockages in own washing machine, dishwasher or tumble dryer

We will carry out the following work to drains and gutters: Council

  • Concrete surround to manhole is damaged
  • Manhole cover or frame is loose
  • Manhole cover (light or heavy duty) is damaged or missing (heavy duty)
  • Manhole is blocked
  • Drain needs jet cleaning
  • Drain needs rod cleaning
  • Gulley surround is damaged
  • Gulley is blocked
  • Soil pipe is leaking at PVCu joint
  • Soil pipe is loose
  • Soil pipe is blocked

Resetting circuit breakers and trip switches and, if necessary, turning off the mains supply - Tenant the tenant is responsible for resetting breakers and switches and turning off the mains supply.  If a problem remains once a tenant has carried out a reset they should contact the council for free advice and/or a repair.

Tenants are also responsible for the following work: Tenant

  • Replacing plugs and fuses
  • Replacing door bells, or fitting a door bell if there isn't one installed
  • Faulty or broken telephone points - the tenant should contact their phone provider

Extractor fan not working properly - Council we will carry out this work.


Smoke alarms and carbon monoxide detectors

Replacing batteries in smoke alarms and carbon monoxide detectors - Tenant tenants are responsible for this.

We will carry out the following work: Council

  • Testing and cleaning smoke detectors
  • Maintenance/repair to battery smoke alarm or carbon monoxide detector
  • Maintenance/repair to hard wired smoke alarm or carbon monoxide detector

Internal lighting

Replacing lightbulbs (bayonet or screw fit) - Tenant tenants are responsible for changing lightbulbs.

We will carry out the following lighting work, but recharge the cost to the tenant: Recharge

  • Batten holder is damaged
  • Lamp holder is damaged
  • Ceiling pull switch is damaged
  • Cord to ceiling pull switch is damaged
  • Single, double or triple switch is damaged

We will carry out the following work and repairs to lighting: Council

  • Replacing fluorescent tubes and starters
  • Any light fitting is loose
  • Total loss of electric lighting
  • Cord to ceiling pull switch is faulty 
  • Fault in lighting circuit
  • Water has leaked on to electrics
  • Single, double or triple switch is faulty
  • Fluorescent fitting is not working properly
  • Diffuser to single/double fluorescent fitting is damaged or missing

Communal and external lighting

We will repair the following problems with outside or communal lighting: Council

  • Lamp to bulkhead is not working
  • Diffuser to bulkhead is damaged or missing
  • Bulkhead fitting is damaged beyond repair
  • Light fitting is loose
  • Total loss of electric lighting
  • Fault in lighting circuit
  • 2D light fitting is not working

Sockets and power

We will repair the following problems: Council

  • Single socket is loose, faulty or damaged
  • Double socket is loose, faulty or damaged
  • MCB consumer box is loose, faulty or damaged
  • Fused spur is damaged
  • Cooker control unit is not working properly
  • Water has leaked onto electrics 
  • Total loss of electric power

Floors, skirting and wall tiles

Repairing any floor covering (except that fitted as part of an adaptation) - Tenant this is the tenant's responsibility.

We will carry out the following repairs and recharge the cost to the tenant: Recharge

  • Tiles to fire surround are damaged or missing
  • Wall tiles are damaged
  • Skirting board is damaged
  • Floorboards or floor panels are damaged - unless the damage is because of other defects eg leaking bath, rising damp etc. - in those cases the work will be done for free.

Loose wall tiles, quarry tiles or vinyl floor tiles - Council we will will repair/replace tiles with as near a match to the existing tiles as possible.

We will also repair the following flooring and tile problems: Council

  • Tiles to fire surround are loose
  • Skirting board is loose
  • Grouting is damaged
  • Floorboards or floor panels are loose

Walls and ceilings

Tenants are responsible for the following work on walls and ceilings: Tenant

  • Internal decoration
  • Minor decorative cracks
  • Minor cracks in ceiling
  • Filling nail/screw holes in walls and ceilings
  • Treating walls for mould caused by condensation
  • Surface mould to wall - the tenant will only be responsible where this is caused by inadequate heating or ventilation and not by disrepair

PVC air vent grill is damaged - Recharge we will carry out this repair and recharge the cost to the tenant.

We will do the following ceiling repairs: Council

  • Larger cracks to ceiling
  • Plasterboard to ceiling is damaged

We will repair these problems with gutters and downpipes: Council

  • Gutter is blocked, loose, leaking, has a bracket missing or is damaged
  • Hopper head blocked, damaged or missing
  • Rainwater pipe is blocked, leaking, damaged or loose
  • Rainwater shoe is damaged or missing

Tenants are responsible for the following work: Tenant

  • Gas appliance servicing (to tenant installed appliances)
  • Setting heating controls, including timed programmes
  • Renewing batteries to heating controls
  • Damage to hot water cylinder jackets

Bleeding radiators/re-pressurising a combi boiler - Tenant the tenant is responsible for this work, but if the problem remains after bleeding radiators or re-pressurising a boiler, they could contact us for a free repair.

Fire parts required due to misuse of the appliance - Recharge we will deal with this repair but will recharge the cost to the tenant.

We will deal with the following repairs to heating and hot water: Council

  • Electric fire, radiant heater, or storage heater is not working properly
  • Gas fire not working properly, damaged or loose
  • Smell of gas from any appliance
  • Noisy boiler
  • Boiler controls not working
  • Pilot light on boiler will not light
  • Relighting the pilot light on boilers
  • Radiator not working properly, not heating, damaged or leaking
  • Radiator valves not working or damaged, or cap valve missing
  • Air vent to radiator is damaged
  • Solid fuel appliance damaged or not working properly
  • Sweeping flues used by solid fuel appliances
  • Gas appliance servicing
  • No hot water from boiler or cylinder
  • Cylinder leaking
  • Immersion heater is not working properly
  • No heating - before reporting this the tenant should ensure the thermostat is set correctly, it is switched on at the mains, and there is no power cut. 

We will repair the following problems: Council

  • Damaged or missing parts to cupboards, shelves, drawers, drawer fronts, handles, catches, hinges, cupboard doors, worktops, edging, joint strips and legs
  • Renewing wall tiles and sealant around work surfaces and the sink

The tenant is responsible for: Tenant

  • Paving, paths, steps and handrails
  • Washing lines (unless communal)
  • Repairing any fencing, shed, garage, outbuilding or other garden features not originally provided by council
  • Keeping the garden of the property tidy and in an acceptable condition
  • Damage to new fences, gates and walls - once a new fence, gate or wall has been erected maintenance of it is then the tenant’s responsibility.

Clearing an overgrown garden - Recharge we will carry out this work and recharge the cost to the tenant

We are responsible for the following external repairs and maintenance: Council

  • External decoration and maintenance
  • Damage to walls, tiling and rendering
  • Leaks from roofs
  • Repairs to roof, missing tiles, flashing, chimney stack, chimney pot and vents
  • Clothes driers and refuse chutes (communal)
  • Damage to bargeboards, soffits and fascias
  • Replacing latches, bolts, catches, keys or locks to garage or shed doors, and on gates
  • Clothes posts
  • Damage to existing fences, gates and walls - where possible a fence, gate or wall will be repaired. If a whole line has come down the area will be made safe, the materials taken away and boundary markers put out. Replacements will be installed as part of planned estate improvements (so there may be a wait of some months between damaged fencing being removed and new ones installed).  

We will repair these problems with stairs or steps: Council

  • Missing or damaged handrails, bannisters, balusters, newel posts, panels and rails
  • Repairs to risers, treads, and winders

Tenants are responsible for: Tenant

  • Turning the water supply off at the stop tap if a water pipe bursts, or if they go away
  • Outside taps

We are responsible for dealing with: Council

  • Valves damaged or leaking
  • Stop tap damaged or leaking
  • Tank leaking or constant drip into tank
  • Pipe leaking or burst
  • Banging noise from pipes
  • Hot water discoloured
  • Hot water pressure is low
  • Underground burst
  • Taking steps to prevent water in pipes and taps from freezing or bursting in cold weather by lagging any exposed pipes
  • Sink, basin and bath taps damaged or loose
  • Low water pressure, water discoloured, or no water from tap
  • Unable to turn tap
  • No hot water from hot tap
  • Mixer tap damaged
  • Tap dripping or leaking

Tenant is locked out of garage - Tenant the tenant is responsible for this work.

Garage door lock is damaged - Recharge we will carry out the repair and recharge the cost to the tenant.

We will deal with the following repairs: Council

  • Lock is broken
  • Gearing or mechanism is broken
  • Up-and-over garage door is not opening or closing properly.
Repairs to council homes - who does what? (pdf 205 KB)

Last updated on 25 October 2018