Repairs that are our responsibility

We will:

• Maintain the structure of your home, including drains and external pipes;
• Repairs and maintain installations for the supply of water, gas, electricity and sanitation (including basins, sinks, baths and toilets), installations for heating rooms and water, and the lift service;
• Repair and keep in good decorative order the shared areas and stairways
• Decorate the outside of your home every five years;
• Carry out repairs to broken glass, unless the damage is caused by you or any visitors to your home, and
• Carry out reasonable redecoration or compensate you for damage resulting from repairs.

When we do any of the above, we will take account of the needs of tenants who are elderly or disabled, or who have other special needs.

If you have applied to buy your home, we will continue to maintain the structure and internal services until you complete the purchase.

Right to repair compensation

There are some repairs which, if not completed within a target timescale, may mean that you are eligible for compensation. The repairs that are included and the timescales are as follows.

Repair	Timescale
Total loss of electric power	24 hours
Partial loss of electric power	5 working days
Unsafe power, lighting socket or electrical fitting	24 hours
Total loss of water supply	24 hours
Total or partial loss of gas supply	24 hours or 5 working days (depending on the problem and time of year)
Blocked flue to an open fire or boiler	24 hours or 5 working days (depending on the problem and time of year)
Total or partial loss of heating	24 hours or 5 working days (depending on the problem and time of year)
Blocked or leaking foul drain, soil stack or toilet pan (if only 1 toilet)	24 hours
Toilet not flushing (if only one toilet)	24 hours
Blocked sink, bath or basin	5 working days
Tap which cannot be turned	5 working days
Leak from water or heating, pipe, tank or cistern	24 hours
Leaking roof	5 working days
Insecure outside window, door or lock	24 hours
Loose or detached banister or handrail	5 working days
Rotten timber flooring or stair tread	5 working days
Door entryphone not working	5 working days
Extractor fan in kitchen or bathroom without a window not working	5 working days

If any of these repairs are not completed within the timescale, you should contact us immediately. You may be entitled to compensation if we fail to complete the work after you have asked us a second time.

If you later want to claim compensation, you should contact us. You will get at least £20 compensation plus £2 for each day that the repair is still not done after the second period (up to £50).

We will not pay compensation if:

• you have restricted access to either inspect or carry out the work; or
• the repair costs more than £250.
• If you owe us any money we will take this from any compensation.