The repair responsibilities table (PDF) has a checklist of who is responsible for which repairs. Under certain circumstances, we may do repairs for free with our special repairs for vulnerable tenants. We will not be responsible for repairs where damage is caused by negligence.
If a fault is caused by you, your family or friends, you must pay for repairs. If you have problems with your water or a leak, contact your supplier. If the damage is caused by vandalism, report the incident to the police and get a crime reference number before reporting the repair to us.
When requesting a repair, you should tell us:
To request a repair, you can call us on 020 8379 1000.
You will be offered an appointment for a surveyor to make an inspection, or for a contractor to do the repair. You must allow our staff or contractors into your home at any reasonable time to do repairs, inspections or improvement work.
We will give you at least 24 hours’ notice, except in an emergency. If it is an emergency and you do not let us in, we may force entry.
We service all gas appliances supplied by us every year and will leave a certificate confirming that they are safe and in good working order. If this has not been done, you should email firstname.lastname@example.org. As per your tenancy agreement, you must allow us into the property to service appliances. This applies to all properties where gas can be used.
Even if no appliances are connected or the only appliances belong to you, we need to check the pipework. We will take firm action against anyone who does not allow access for this. For more information, contact the HSE Gas Safety Advice Line on 0800 300363.
Our environmental services asbestos team survey homes we manage to identify materials containing asbestos and assess its condition. If necessary, they will arrange to remove or seal it (through our repairs team). If you have asbestos in your home, leave it alone, as it is safe if it is undamaged. If you suspect there is damaged asbestos in your home, you should email email@example.com.
Our letting standard sets out the standard of repair and appearance you can expect when you move in. This means that your home will be clean and in a state of good repair. If you think your new home doesn't meet the letting standard, email firstname.lastname@example.org.
The repairs below, which are usually a tenant's responsibility, will be carried out by us if we are sure that the repair or renewal is reasonably required, and one of the following apply:
The above repairs will not be carried out if the defect is due to the tenant's neglect or negligence.
Tenants renting from a private landlord have the right to a decent standard of home, free from health and safety risks. If you are a private tenant and are having problems with disrepair contact our Housing Enforcement team on 020 8379 1000, Monday to Friday 9am to 5pm.
Our team works to improve housing conditions for tenants renting privately in the borough. Housing Enforcement Officers liaise with landlords and agents to fix disrepair. If the landlord is reluctant or refuses to carry out reported repairs, enforcement action may be taken.
The Department for Communities and Local Government have produced a repairs guide for landlords and tenants (PDF).
A common problem that arises in many homes is condensation and mould growth. To prevent condensation:
Black mould is caused by condensation and can be removed with fungicides available in most DIY stores. After treatment and removal, the affected areas can be redecorated using anti-fungal paint. If wallpaper is affected, it’s best to remove it and treat the wall. Damaged plaster may need to be removed, affected clothing should be dry cleaned and carpets should be shampooed and dried.