Repairs and maintenance responsibilities


You are responsible for some repairs in your home.

We are responsible for looking after the structure of buildings and communal areas. Who is responsible for repairs inside your home depends on whether you are a tenant or a leaseholder/shared owner.

Ensure you're insured: Whilst we take out buildings insurance to cover the buildings we own and manage, please be aware that you are responsible for your belongings and making sure you have home contents insurance.

What are leaseholders and shared owners responsible for?

If you are a leaseholder or shared owner we, or the managing agent, are responsible for repairs outside the property. Under the terms of your lease, you are responsible for any issues inside your property, for example servicing or arranging any repairs to your Heat Interface Unit. If you have bought a new property, the contractor will deal with any defects during the defect liability period, which lasts for 12 months from the date the property was handed over to One Housing. After this period you are responsible for all repairs inside your property.

What are tenants responsible for?

These responsibilities vary depending on what kind of tenancy you have. The list below applies to tenants who live in social rent properties. Before you report a repair, please check if it's your or our responsibility.

If you live in an intermediate rent property or rent privately you should look at your tenancy agreement to check your responsibilities.

In terms of the general maintenance of your home, you are responsible for:

  • keeping it clean and in good condition
  • reporting repairs you are not responsible for as soon as you become aware of them
  • keeping your garden tidy
  • insuring your home possessions
  • giving us access to your home to carry out repairs or any other essential work
  • all repairs to your own belongings.

To help maintain your home and carry out small checks and repairs, read the following and watch our short films.

What you and what we are responsible for

Kitchen

What you are responsible for:

  • keeping the kitchen in good condition
  • replacing sink plugs and splash back tiles to the kitchen sink
  • connecting and repairing your own appliances i.e. washing machines, cookers and other white goods
  • clearing blocked sinks
  • repairing damaged kitchen worktops, where the damage is caused by you
  • changing fluorescent light tubes and starters.

We will:

  • replace tap washers
  • repair trip hazards to the kitchen flooring we have provided
  • replace detached or snapped unit hinges, drawer fronts, runners and backs
  • replace kitchen units, worktops and seals
  • replace sealant around your kitchen sink
  • fix or replace extractor fans, pull cords and cooker ventilation hoods if installed by us
  • repair electrical sockets and isolator switches
  • fix and replace cupboard and drawer handles
  • tighten loose hinges, drawer fronts, runners and backs.
Bathroom and toilet

What you are responsible for:

  • keeping the bathroom and toilet in good condition
  • containing leaks and preventing water damage
  • clearing a blocked flush toilet, sink, bath and hand basin
  • replacing the toilet seat lid and hinges
  • replacing bath and sink plugs, chains and general cleaning
  • repairing or replacing the bath panel, including side and end framing
  • descaling or replacing shower heads and hoses
  • replacing accessories such as mirrors, rails/curtains, riser rods, toilet roll holders, towel rails and cabinets
  • repairing or replacing the internal tidy dryer, located over bath
  • repairing or replacing WC and bathroom door locks
  • replacing light bulbs. Here's how you change halogen lights.

We will:

  • attend to and repair leaks
  • repair or replace basin and bath taps
  • repair or replace showers that we have installed
  • repair or replace toilet flushing mechanisms
  • repair or replace shaver points
  • repair or replace extractor fans and pull cords
  • repair or replace leaking or dripping taps (including mixers) to wash hand basin, bath and sinks
  • repair or replace sealant around bath, shower unit and wash basin.
All rooms

You are responsible for:

  • keeping all rooms clean and in good condition
  • redecorating i.e. painting and wallpaper
  • repairing hairline cracks or fractures in plastering
  • preventing condensation, treating and cleaning mould
  • reporting a crime reference when reporting repairs caused by vandalism i.e. smashed windows
  • chimney sweeping.

We will:

  • repair large cracks and severely crumbling surfaces
  • repair penetrative and rising damp
  • complete major structural repairs
  • repair handrails and banisters for stairs.
Heating and water


You are responsible for:

  • giving us access for a gas service every year if there is a gas supply to your home
  • reporting a gas leak to The National Grid by calling 0800 111 999
  • contacting Thames Water if you have problems with your water supply
  • clearing drain and waste pipe blockages
  • reporting problems with lateral drains and private and shared sewers to your water or sewage company.

We will:

  • repair your heating system if it breaks down
  • repair or replace radiators and storage heaters
  • fix water leaks from your heating system and tanks
  • fix leaking pipework
  • fix storage tanks and water cylinders
  • clear the stack in blocks if there is a blockage
  • repair or replace cracked or collapsed drains that are not the water or sewage company’s responsibility.
Electrics

You are responsible for:

  • replacing light bulbs and tubes in your own home
  • replacing batteries and fuses
  • replacing TV aerials (unless communal)
  • changing batteries in smoke alarms and carbon monoxide detectors
  • testing and maintaining smoke and carbon monoxide alarms which you have fitted
  • your own appliances and testing that they’re not causing other electrical problems
  • reporting faults with utility meters to utility suppliers
  • arranging for a qualified person to connect and repair your appliances
  • allowing access for electrical testing.

We will:

  • repair or replace mains, fuses and power plug sockets in your home
  • repair or replace faulty light fittings and switches
  • repair or replace extractor fans and pull cords
  • repair or replace hard-wired door bells
  • repair or replace hard-wired and battery smoke and carbon monoxide detectors
  • repair electrical hazards such as exposed or sparking wires and system shortages.
Doors and windows

You are responsible for:

  • keeping the doors and windows in good condition, and wiping away moisture
  • ventilating your home and preventing condensation
  • arranging access to your home, if you are locked out or have lost your keys
  • repairing or replacing door chains, door numbers and secondary locks
  • keeping internal doors, handles and latches in good condition
  • oiling catches and hinges
  • replacing broken glass, where you caused the damage
  • internal window cleaning (houses or flats), external window cleaning (houses only)
  • weather strips to external doors and draught excluders
  • maintaining doors, i.e. not installing spy holes, cat flaps or letter boxes.

We will:

  • repair or replace unsecure external doors, frames and panels
  • repair or replace fire doors due to wear and tear
  • repair or replace windows that do not open or close.
Gardens

You are responsible for:

  • keeping your garden tidy and carrying out any tree works in your garden
  • weeding paths, paving and driveways
  • maintaining, repairing and replacing front garden fences, dividing fences between you and your neighbour and gates, repairing any defective ironmongery, catches and bolts
  • repairing any type of fence panel, existing post and/or gravel board.

We will:

  • repair any boundary fence that borders on a public area only
  • take action when there is a significant health and safety issue
  • repair trip hazards in paths, paving and driveways
  • repair or replace unsafe garden walls and brick sheds
  • repair or replace roofs, chimneys, guttering and downpipes
  • remove Japanese knotweed
  • carry out work to trees where they are dead, diseased or dangerous.
Pests

You are responsible for:

  • keeping the inside of your home clean and disposing of rubbish appropriately to avoid attracting pests
  • treating mice and other pests within your home (i.e. rats, ants, cockroaches and silverfish)
  • reporting any bees or wasps’ nests to your local council.

We will:

  • treat pests that are a communal problem and carry out pest proofing.