Your responsibilities as a tenant

Small, minor repairs

You are responsible for carrying out small, minor repairs and everyday tasks. For example:

  • Replacing lost keys
  • Replacing a bath plug or light bulb
  • Filling plaster cracks and small holes
  • Unblocking a waste pipe from a sink, basin or toilet
  • Anything you have provided or fitted yourself is your responsibility to repair and maintain unless we have agreed in writing to do so.

For other types of repairs, both to your home and in communal areas, you will need to report these as soon as reasonably possible. You can do this either online or by phone. Find out more on how to report a repair.

Older and more vulnerable tenants

Older people and people with disabilities may be able to get extra help with certain repairs that we expect more able-bodied tenants to do for themselves.

Emergency repairs and gas leaks

In emergency situations, for example a burst water pipe or leaking gas, you are expected to do what you can to prevent any damage or health and safety risks. For example you should turn off a leaking gas or water supply and keep others (including children and pets) away from affected areas. Find out more about what is an urgent/emergency repair.

You are also expected to report the problem straightaway.

If you have a repair that is a danger to your health or safety please call:

  • 023 8083 3006 (and select option 2) between 8:30am and 5pm, Monday to Friday
  • 023 8023 3344 evenings, weekends and Bank Holidays

Where you have caused repairs to be needed

Most tenants never get charged for any repairs as we do not charge for fair wear and tear.

However, we are not responsible for the cost of any repairs or replacements due to neglect, misuse, theft or deliberate damage by you or anyone you, as a tenant, are responsible for (including children, visitors or pets). You will also be breaking the conditions of your tenancy agreement, which could put your home at risk. Find out more about charges for repairs.

Maintenance work

Sometimes, during certain repair or maintenance works, we may have to ask you to use alternative, temporary heating, water or toilet facilities. If you do not follow our instructions then we may charge you for any damage caused as a result.

You can find out more about planned maintenance works.

Exchanging (swapping) your home

If you exchange (swap) homes with someone then you take responsibility for the property as it is.

It is your choice to exchange and we do not expect to take on a large amount of extra repair work as a result. We will however still do any work needed to maintain health and safety, for example repairing a fire door or a burst pipe and servicing any gas appliances that are our responsibility.

You can find out more about mutual exchange.