Your Responsibility

We know that the repairs service is the most important service we provide.

This section tells you how quickly we will do repairs, and guarantees the quality of the service you can expect. It tells you how to complain if you are not satisfied with the service you receive.

The responsibility for looking after your home is a joint one. We are responsible for most of the repairs but you are responsible for the decoration inside your home and the items listed under "You are responsible" in the Housing Information and Tenant Handbook (PDF 714kb opens in a new window).

This section also tells you about your rights and responsibilities as a tenant, how to report repairs, and what happens if you cause damage to your home.

To help maintain this level of service, we will:

• carry out emergency repairs within 24 hours
• carry out urgent repairs within 3 working days
• carry out less urgent repairs within 25 working days
• arrange appointments that suit you
• set high standards for our work
• make sure you get value for money
• try to complete all repairs during the first visit, if possible

You must:

• keep the decorating inside your home in a reasonable condition
• report any repairs or faults as soon as possible
• make sure our workmen can get in to carry out the repairs
• ask permission before you make any changes to your home
• pay for any deliberate damage
• carry out small repairs, such as unblocking sinks

You have the right to:

• have your home maintained
• improve your home
• have repairs done by a private contractor if we fail to do them