If the repair is your responsibility, you will need to pay for it yourself.

You may also have to pay if we're called out and we discover you're responsible.

This might be the case if:

  • You've lost your keys/fobs
  • Your washing machine has flooded a neighbour's home
  • You've broken a window
  • Your sink or toilet is blocked by things like cooking fat or disposable nappies
  • Your electric supply is tripping because of faulty appliances
  • You've damaged something when doing work to your home.

Right to repair

We will attend work that is defined as 'right to repair' to ensure the property is habitable. But we will recover the cost if you are responsible or negligent in your actions. 

Damage or neglect

Where there is damage or neglect you must also organise the repairs yourself. If you don't do this you will be asked to pay for the repair in full before we will carry out any work for you. There may be occasions where we intervene to avoid further damage to your home or that of your neighbours.

Alterations to your home

We will not carry out repairs to alterations you have made. Please remember to ask us for permission if you want to alter the property or change fittings. You may be eligible for compensation at the end of your tenancy for qualifying improvements.

Criminal damage

We will normally pay for the repair if you've been a victim of criminal damage. Make sure you report it to the police and get a crime reference number. You may be held responsible for the cost of the repair if this isn't supplied.

Repair responsibilities

If you're unsure what your responsibilities are for repairing your property, read our guidance to find out more.