Repairs and Maintenance Policy

15.1. It is your responsibility to pay any associated repair charges for works undertaken by us that are deemed as rechargeable repairs due to neglect, carelessness or deliberate action by you or any visitors to your home.

15.2. Where damage is caused to your home, but a crime has been committed and you are able to provide us with an official crime reference number then the cost of the rechargeable repair may be waived.

15.3. Examples of rechargeable repairs include:

• repairs needed because of damage caused by the tenant (accidental or intentional) to any part of the structure or fabric of the building that extends beyond normal wear and tear
• repairs undertaken in an emergency on behalf of the tenant, for example lock replacement to gain entry due to lost or misplaced keys
• alterations made to a property without permission or not carried out to a reasonable standard - this includes reinstatement work made necessary by unsatisfactory tenant improvements
• repairs (including safety checks) required following alterations and improvements carried out to the property by the tenant or remedial works required due to the actions of a contractor employed by the tenant
• rechargeable items resulting from neglect, carelessness or deliberate action include:
  • window glass and glazing - all damaged glass
  • waste removal and disposal following alterations and improvement work carried out by the tenant
  • internal doors - fittings and repairs not deemed as reasonable wear and tear
  • kitchen - installing, disconnecting, and repairing tenant's own appliances including cookers and washing machines; replacing handles, hinges and drawers and drawer fronts to any kitchen units installed by the tenant
  • bathroom fittings - accidental damage to bathroom fittings
  • fire surrounds and any repairs that arise from their fitting

15.4. If it is deemed that the damage is in relation to you, a named person on the tenancy or a visitor to the property, then the charge may still be applied.  In the instance of Police gaining entry to your home for investigation you will be liable for any associated costs if arrested and charged.

15.5. Where tenants request us to replace items that are deemed rechargeable, payment will be sought in advance of the work being undertaken. Where replacement of the rechargeable item is required urgently, or the customer is vulnerable then payment plans can be arranged that will enable the repair to be carried out without delay.

15.6. We retain the right to recover costs for any damaged elements and or clearance costs from customers on the departure from their tenancy (see rechargeable repair policy).