Repairs and Maintenance Policy

7.1. Tenant behaviours

Tenants must comply with all conditions laid out in section 7 of the tenancy agreement, relating to repairs and maintenance. It is the tenant's responsibility to report repairs promptly, to avoid causing further damage to the property or risk of injury to tenants or others. Failure to report repairs may be considered neglect of the property and is a breach of the tenancy agreement.

7.2. Tenants' responsibilities

• you must take proper care of your home and report any faults or damage immediately
• if arrangements have been made to visit your home to carry out a repair or safety check, you must keep the appointment
• not to obstruct or refuse works to your home or any communal areas
• ensure a responsible adult is present for any appointment at your home
• you must ensure pets are removed from the area requiring repair in advance of our arrival
• clear the repair work area of personal items or valuables prior to any scheduled appointments
• you must ensure that we are updated with any disabilities or change of circumstance in the household that could mean additional support or a quicker attendance is required. It is best to provide this information at the point of reporting a repair

7.3. We ask that you ensure that a responsible person is present at the time of any inspection, repair or service completed in your home. Please note, if a responsible person is not present throughout our visit, then the repair to your home may not be complete. There are some external repairs that can be carried out without you present, this will be explained to you at the point of reporting a repair to us.

7.4. We have a zero-tolerance approach to abuse towards any employees and contractor by customers or any visitors to your home. There must be mutual respect between employees, contractors, and customers. Customers should refrain from any behaviour that could be seen as aggressive, threatening, abusive or insulting. We will take reasonable measures to protect our staff from such behaviours as and when appropriate. We will use a wide range of powers and tools to protect employees and contractors, including where there is a breach of tenancy.

Tenant repair responsibilities

7.5. Some repairs are the responsibility of the tenant and not us. Such repairs should be carried out or arranged by yourself, using competent and qualified trades persons where applicable.

Examples of such repairs include:

• sinks, wash hand basin and baths unblocked
• renew plug/chain to sink, wash hand basin and bath
• replacement, repairs and adjustments to toilet seats (unless provided as part of an adaptation)
• shower curtains (unless provided as part of an adaptation)
• divisional fencing between two council homes
• minor gate repairs including latches, locks and bolts
• minor cracks in wall plaster
• repair doorbell (excluding communal door access systems)
• minor repairs to kitchen cupboards and drawers
• connection and disconnection of gas cookers (unless deemed necessary during our works)
• repairs to internal door handles (excluding bathroom door)
• replacement keys
• TV aerials, broadband connections and Sky/Virgin Media installs (unless communal)
• internal decoration
• battery operated smoke alarms (changing of batteries)
• repair/replace fuses
• washing poles (excluding in communal areas)
• rotary driers (excluding in communal areas)
• garden paths, patios and sheds not provided by Gateshead Council
• removal of all floor covering prior to work starting and reinstatement upon completion of work (includes carpets and laminate flooring)

7.6. If you are unable to carry out the 'tenants responsibility' repairs, we do offer a handyperson service. There is qualifying criteria to be able to use this service, you can enquire about this by contact repairs or your housing officer.

7.7. Gas cookers must be fitted and installed by a Gas Safe registered engineer. If during a safety check or repair, we identify any defects with your gas cooker we may isolate your cooker for safety reasons. It will be your responsibility to arrange the repair or replacement of your gas cooker.

It is the customers responsibility to pay for works undertaken by us that are deemed as rechargeable repairs due to poor workmanship, neglect, carelessness or deliberate action by you or any visitors to your home. Refer to our Recharge Policy for further details.