Effect on our services & advice for residents Coronavirus: information for residents

Your repairs responsibilities

There are some repairs and small jobs to your home that, under the terms of your tenancy agreement, you are responsible for. Before you report a repair please check the list of repairs and jobs on this page to see if it is your responsibility. If it is, you may carry out the repair/task yourself, or pay to have it done by a professional.

Damage and paying for it

  • You are responsible for paying for the repair of any damage that has been caused by you, a member of your family or a visitor to your home, or by forced entry by the police
  • If you or anyone in your home, including visitors or pets, cause damage to your home, you must arrange to get it repaired to a professional standard. For electrical work the contractor must be NICEIC qualified and for gas-related repairs they must be Gas Safe registered
  • If we have to carry out the repair to ensure you and your family are safe, we will charge you for this
  • If someone else causes the damage, we will make your home safe but we will only do more work if you give us a police crime reference number (not an incident number).
  • Baths, basins and showers

    Your responsibilities:

    • Cleaning drains and wastes regularly to prevent blockages (you must try to clear blocked baths, basins, sinks yourself)
    • Replacing toilet seats, as well as plugs and chains to baths, basins and sinks
    • Descaling and replacing showerheads and hoses
    • Repairing any items you have installed yourself, such as taps, toilet seats, showers or extra tiles.

    Dealing with blockages

    Please note:

    Blocked waste is not an emergency. You must try to clear any blockages yourself before you call us.

    • We will charge you for clearing blockages caused by items such as toys, hair etc
    • If we need to replace bathroom fittings which are part of a suite we will try to find a colour match. If we can’t find a match we will provide it in white.

    When you report a repair we need to know:

    • What the problem is e.g. are the bathroom fittings loose or broken, is the wastepipe leaking or blocked, are the splashback wall tiles cracked or broken?
    • If it’s to do with a panel, is it at the side or the end? Is it made of plastic or hardboard?
    • If it’s to do with a bath or basin, what is it made of e.g. plastic, ceramic or metal? What colour is it?
    • If it’s to do with tiles, what shape, size and colour are they?
  • Doors and locks

    Your responsibilities:

    • Replacing keys or locks when keys are lost or broken, or you get locked out (if it is a multi-point lock please contact us)
    • Getting extra keys cut
    • Fitting bells, knobs, handles, latches, chains, letterboxes, spyholes or any additional locks
    • Replacing broken glass, unless you give us a police crime reference number (not an incident number)
    • Adjusting internal and external doors, particularly when you have fitted new carpets or laminate flooring
    • Re-fixing loose or broken door handles on internal doors.

    Please note:

    • We will only do emergency repairs to make the property safe and secure. A full repair will be done at a later date
    • If a problem is caused by vandalism or a break in, you must report it to the police and get a crime reference number (not an incident number).

    When you report a repair we need to know:

    • What the problem is e.g. is the lock stiff or not fitting properly into the keep, is the lock or handle broken, is the door sticking, not closing properly or damaged?
    • Is the property still secure?
    • Which door is it e.g. front, back or side, or a sliding patio door? Is it a communal door? What type of lock or latch has it got?
    • What is it made of e.g. wood, plastic or metal?
    • What type of lock is it e.g. mortice, cylinder mortice, cylinder rim nightlatch (Yale or Union), rim lock or multi-point?
  • Drains and wastes

    Your responsibilities:

    • Trying to clear blocked baths, basins, sinks or toilets
    • Clearing blockages or repairing leaks from your washing machine or dishwasher
    • Keeping gully grids clear of leaves and rubbish
    • Preventing drains from getting blocked by cleaning them regularly.

    Dealing with blockages

    Please note:

    • A blocked waste is not an emergency. You are expected to try to clear it yourself
    • Keep your wastes and drains clear by flushing them regularly with hot water and using cleaning products you can buy in shops. Always follow the instructions carefully
    • If a blockage is caused by items such as nappies, air fresheners, condoms, tampons etc., we will charge you for the cost of clearing it. You should always try to clear it yourself before calling us.

    When you report a repair we need to know:

    • What the problem is e.g. is the wastepipe blocked or leaking, is the drain smelling or blocked, is a gully blocked or grid missing?
    • If it’s to do with a wastepipe, where is it e.g. bath, basin, sink, shower or toilet?
    • If a wastepipe is blocked, is more than one fitting blocked, or if you live in a block of flats, are any other flats affected?
    • If the drain is blocked, is it overflowing?
    • If it’s to do with a gully grid, is it round or square? What is it made of, metal or plastic?
  • Electrics

    Your responsibilities:

    • Resetting trip switches and, if necessary, turning off the mains supply
    • Replacing light bulbs, fluorescent tubes and starters
    • Replacing electrical plugs (not socket outlets) and plug fuses for your own appliances
    • Testing and cleaning your smoke detector and replacing the battery if it is battery-operated
    • Fitting TV aerials and cables
    • Repairing and maintaining any fixture, fitting or appliance you have put in, or any improvements you have carried out.

    Resetting a tripped switch

    Please note:

    • Do not touch bare wires and do not touch sockets or switches with wet hands. Also, if water is leaking onto electrical fittings or a fitting is dangerous, do not use or touch any switches connected to it. Contact us immediately
    • Make sure that you know where the trip switches are located in your home and understand how to reset them
    • If you caused any damage or you call us out when you have no credit on your meter, we will charge you for calling out a repair engineer and for the cost of any repair work carried out.

    When you report a repair we need to know:

    • What the problem is e.g. is there no light or power in part of, or throughout the property, is a light or light switch not working, is a socket loose or broken?
    • What type of fitting or socket is it?
    • Are other homes in your block or nearby buildings affected?
    • Are there any other connected problems?
  • Fencing

    Your responsibilities:

    • Tenants are responsible for looking after fencing and gates within the boundary of their home, such as car parking spaces or front gardens.
    • If a fence needs repairs or replacing it is up to you and your neighbour to agree between you how this is done.

    Please note:

    • We are only responsible for looking after fences that border onto public roads, footpaths or shared gardens owned by Hastoe.
    • We aim to repair fences with matching materials, however, where large sections need replacing we will use chain link.
  • Floors and stairs

    Your responsibilities:

    • Repairing any floor covering, vinyl tiles, sheeting, carpets or laminate you have put in.

    Please note:

    • We will not accept responsibility for damage to your carpets or other floor coverings, unless it is caused by neglect by our contractors. If our contractor tells you that you need to lift your floor covering (including laminate flooring), you should do this before they arrive. If they agree to help you, they accept no responsibility for any damage that happens while doing this
    • If you lay carpets these should ideally be tacked down not glued. This makes it easier for you to lift them for repairs without damaging them
    • If we have to replace floor tiles, we will try to match the colour but this is often not possible
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair.

    When you report a repair we need to know:

    • What the problem is e.g. is a floorboard or skirting loose or damaged, is a tread or riser broken, is a handrail loose or broken, is a floor covering lifting or damaged?
    • What type of floor covering is it e.g. quarry tiles, plastic tiles or sheeting, or non-slip flooring for disability? Is it in a communal area?
    • What is the floor made of e.g. floorboards, chipboard or concrete?
    • How many boards, panels or tiles are affected?
    • If it’s to do with stair nosing, is it on communal stairs? If so, is it metal or plastic?
  • Garages

    Your responsibilities:

    • Replacing keys or locks to garages when keys are lost or broken.

    Please note:

    • If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number), otherwise we will charge you for the repair
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair
    • If your garage is separate from your home, you need to explain how we can find it and get in
    • If a garage cannot be locked, you are responsible for the security of anything left inside.

    When you report a repair we need to know:

    • What the problem is e.g. is the garage door jammed, is the frame or roof damaged?
    • What type of door is it e.g. up-and-over (metal), roller or side-hung (wooden)? Is a car stuck inside?
    • What type of roof is it e.g. corrugated or flat?
  • Gardens

    Your responsibilities:

    • Replacing keys or locks to shed doors when keys are lost or broken
    • Maintaining your garden, general garden paths (not the main one that leads from the road to your front or back door) and other general garden features, such as patios, ponds, ornamental walls and decking, as well as repairing and replacing fencing between yours and your neighbours' homes
    • Repairing and replacing greenhouses, timber built sheds, stores or greenhouses
    • Replacing clothes lines and rotary dryers, unless in a communal area
    • Leaving your home and garden clean at the end of your tenancy, with no outstanding repairs or damage you are responsible for. We will seek to recharge you if we have carry out any of these ourselves.

    Please note:

    • If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number)
    • Do not grow shrubs or climbing plants near or against house walls. These can damage brickwork and cause damp problems
    • Any replacement fencing will be carried out in chain link, with one privacy panel adjacent to your home
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair.

    When you report a repair we need to know:

    • What the problem is e.g. is the path uneven or cracked?
    • If it’s to do with a fence, what type is it e.g. wooden boarding, chain link, wire strand? How much is affected?
    • If it’s to do with a path, what is it made of e.g. slabs, concrete, tarmac, blocks?
  • Gutters

    Your responsibilities:

    • Keeping gully grids clear of leaves and rubbish.

    Please note:

    • We need to put up scaffolding for most types of gutter repair
    • In bad weather conditions our contractors cannot work at height, for example on ladders, scaffolding or on the roof. This is for their own safety
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair.

    When you report a repair we need to know:

    • What is the problem e.g. is the gutter or downpipe loose or leaking, is a bracket, joint or shoe loose or broken?
    • Which gutter or downpipe is it, front, back or side?
    • What shape is it, half-round, deep-flow, square or ogee? What colour is it?
    • It’s to do with a gully grid, is it round or square? What is it made of e.g. metal or plastic?
    • How many storeys high is the building?
    • Are there any other connected problems?
    • What is the gutter or downpipe made of e.g. metal, plastic, concrete or other material?
  • Heating

    Your responsibilities:

    • If you smell gas contact National Grid immediately on 0800 111 999
    • Getting your own appliances repaired and serviced by qualified engineers
    • Keeping your home properly heated and ventilated to prevent condensation and to prevent pipes from bursting during cold weather
    • Setting heating and boiler controls correctly
    • If you have a solid fuel stove or woodburner in your home, you should ensure the baffle plate/throat plate is cleaned every month to minimise the risk of carbon monoxide poisoning.
    • Ensuring you use the appropriate fuel for solid fuel stoves and/or open fires
    • Ensuring you regularly clean the baffle/throat plate on your solid fuel stove
    • Servicing your own gas appliances are every year. We may ask to see the certificates

    Preventing condensation & mould

    Please note:

    • Between the months of October and April, we respond to heating breakdowns on the day you call. If the heating is not working by the end of the day, we will provide you with a temporary heater
    • You should make sure that your gas supply has not been disconnected because you have failed to pay your bill or feed the meter.

    When you report a repair we need to know:

    • What the problem is e.g. is the central heating not working, is there no hot water; is a radiator leaking or not getting warm, is the fire or heater not working?
    • What type of system is it e.g. gas or electric? Is it a wall mounted boiler, separate gas fire, storage heater, convector heater, solid fuel closed fire (with or without a back boiler) or renewable system with a heat pump (ground source or air source heating)?
    • Do you have any other form of heating or hot water heating e.g. electric immersion heater, warm air (gas or electric)?
    • If it’s to do with a heat pump, what system do you have installed? Are there any alarms or notifications on the display unit?
  • Kitchens

    Your responsibilities:

    • Installing washing machines, dishwashers or tumble driers, including the wastes, supply pipes and vents if not already provided
    • Installing cookers, electric or gas
    • Clearing any blockages in your washing machine or dishwasher
    • Repairing or replacing cookers
    • Repairing handles, hinges and catches on kitchen units you have installed
    • Cleaning extractor fan vents and ensuring air vents do not become blocked to prevent the build-up of carbon monoxide
    • Getting rid of pests, such as fleas, wasps, bees and vermin such as mice and rats.

    Please note:

    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair
    • If we have to replace kitchen units or parts of a unit, such as the worktop, drawer or door, we will try to match the colour, but this is often not possible
    • If you want to install a washing machine, dishwasher or tumble drier, and there are no water supply, waste or vent connections fitted, you must get our permission to get these fitted. You are then responsible for getting them fitted and for any repairs. You are also responsible for clearing any blockages from these appliances.

    When you report a repair we need to know:

    • What the problem is e.g. is a wall or floor unit loose or damaged, are wall tiles damaged, is a worktop loose or broke, is a cupboard door or drawer damaged or a cupboard hinge or catch broken?
    • What type of unit is it e.g. wall or floor? Is it a tall unit or a corner unit? Is it a single or a double unit?
    • If it’s to do with wall tiles, what shape, size and colour are they?
    • Are there any other connected problems?
  • Roofs and chimneys

    Your responsibilities:

    • Looking after any aerial, TV socket or cable, or satellite dish you put up
    • Getting your chimney swept at least once a year if it is used for an open fire (burning wood or coal). If you use your fire more regularly, you must also sweep the chimney more often.

    Please note:

    • In bad weather conditions our contractors cannot work at height: on ladders, scaffolding or on the roof
    • Do not use electrical fittings if they are wet because the roof is leaking. Do not use any switches connected to them. Contact us immediately
    • If you want to put up a satellite dish on your house or communal building, you must contact us to ask for permission
    • We will tell you if an aerial or satellite dish needs to be taken down before repair work. You need to arrange this. Contractors may agree to take down an aerial (not a satellite dish) but will not put it back.

    When you report a repair we need to know:

    • What the problem is e.g. roof leaking; tiles or slates loose or broken; chimney pot or cowl fallen or loose; chimney stack crumbling?
    • What type of roof covering is it e.g. slate, tiles, corrugated sheeting, flat felting or asphalt?
    • If it’s to do with tiles, what type are they e.g. flat, ridge, interlocking or hip?
    • How many storeys high is the property?
    • Is the roof leaking?
    • Is the chimney shared with another property? What is the address?
  • Toilets

    Your responsibilities:

    • Repairing or replacing toilet seats
    • Trying to clear blocked toilets.

    Dealing with blockages

    Please note:

    • A blocked toilet is not an emergency unless you have no other toilet you can use
    • If a blockage is caused by items such as nappies, air fresheners, condoms, tampons etc, we will charge you for the cost of clearing it
    • We recommend you clean and clear your toilet regularly using cleaning products you can buy at shops. Always follow instructions carefully
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair
    • If we need to replace a toilet which is part of an existing suite, we will try to find a colour match. If we can’t find a match we will provide it in white.

    When you report a repair we need to know:

    • What the problem is e.g. is the toilet blocked, is the cistern leaking, is the pan cracked or leaking, is the flush handle or chain broken?
    • What type of cistern is it e.g. high-level or low-level? If low level, is it a flush-panel, close-coupled or standard type?
    • What type of handle is it e.g. lever handle, push down button or chain?
    • What colour is the suite?
    • If a toilet is blocked in a block of flats, are any other flats affected?
  • Walls and ceilings

    Your responsibilities:

    • Decorating walls and ceilings inside your home to a reasonable standard.
    • Filling minor cracks and holes in walls and ceilings
    • Preventing and controlling the build-up of moisture to prevent damp and mould appearing on the walls or ceiling
    • Keeping air vents clear and using extractor fans (where provided)
    • Fitting curtain rails, pelmets, picture rails and coat hooks.

    Preventing condensation & mould

    Please note:

    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair. If damage is caused by water leaking, you may be able to claim on your own contents insurance
    • Do not grow shrubs or climbing plants near or against house walls. These can damage brickwork and cause damp problems
    • If you want to put up a satellite dish on your house or communal building (high-rise or block of flats) you must ask for permission

    When you report a repair we need to know:

    • What the problem is e.g is the wall plaster loose or crumbling, is the ceiling plaster bulging, is condensation or mould on the walls or ceiling?
    • Is there any damage caused by water leaking?
    • If it’s to do with wall tiles (inside), what shape, size and colour are they?
    • If outside, what type of wall surface is it e.g. render (pebbledash or smooth), PVCU boards, timber boards or hanging tiles or slates?
    • If it’s to do with a wall, what is it made of, brick or concrete blocks?
  • Water pipes and taps

    Your responsibilities:

    • Taking steps to prevent pipes from freezing or bursting during cold weather, particularly if you are away from home
    • Fitting supply pipework for washing machines and dishwashers (if not already provided)
    • Turning off your water supply at the stoptap if a water pipe has burst, and then turning on all taps to allow remaining water to flow out.

    What to do in an emergency

    Please note:

    • You should know where the stoptap is in order to turn the water off in an emergency. It is normally under the kitchen sink or in the downstairs toilet
    • If water is leaking onto electrical fittings, do not touch them and isolate the circuit at the consumer unit
    • If damage is caused by water leaking, you may be able to make an insurance claim on your own contents insurance
    • If you are away from home during cold weather, for example if you go on holiday or into hospital, you should leave your heating on all the time on a low setting. This will prevent water freezing in pipes.

    When you report a repair we need to know:

    • What the problem is e.g. is there no water, is a pipe leaking or burst; is the overflow running or broken, is a tap dripping or faulty?
    • If water is leaking into your property, is it coming from the flat above? What is the address? Are there any other connected problems?
    • If there’s no water are your neighbours also affected?
  • Windows

    Your responsibilities:

    • Replacing broken or cracked glass if you do not provide a police crime reference number
    • Replacing keys to window locks
    • Fitting additional window locks
    • Oiling door and window hinges
    • Fitting hooks, curtain rails, blinds and shelves
    • Using window trickle vents, and keeping them clean and clear
    • Painting internal window frames regularly.

    Please note:

    • If a problem is caused by vandalism or a break-in, you must report it to the police and get a crime reference number (not an incident number).
    • We will replace misted panes where there is permanent standing water across the bottom of the double glazed unit. Other misted panes will be replaced as part of the next cyclical programme.
    • If you, a member of your family or a visitor cause damage and we have to repair it, you will have to pay the cost of the repair.

    We need to know:

    • What the problem is e.g. is glass cracked or broken, is the frame loose or jammed, is a stay or fastener broken?
    • What type of frame is it e.g. wooden, plastic or metal?
    • What style of window is it e.g. casement, pivot, sliding sash or tilt and turn?
    • What type of glass is it e.g. plain, obscure, or wired?
    • Is it double glazed?
    • Are there any other connected problems?
    • If it’s to do with a fastener, what type is it e.g. sash, casement or wedge?

Home contents insurance

Protect your belongings

We insure the building you live in (building insurance) but we do not insure your personal belongings.

We strongly advise you to take out home contents insurance to provide cover against damage to items such as carpets, furniture and decorations. As an example, if there is a water leak we are not normally responsible for any damage to your belongings or any fittings in your home or a neighbour’s home.

Find home contents insurance

Our responsibilities

We are responsible for carrying out a number of repairs both inside and outside of your home, as required. These include those to the structure of your home, facilities in shared areas, the water and gas pipes, the heating and hot water system, and the power.

If you need us to carry out a repair you must let us know as soon as possible and take action to prevent it getting worse. You must also allow us access to the property to carry out any necessary repairs, annual safety checks and inspections.

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