What we do – what you do
We know how important the repairs service is to you. It’s very important to us that we give you a great service and make sure that your home is a comfortable and safe place for you and your family to live, by keeping it in good repair.
When you need to report a repair to us, we want to make sure we do the right repair, first time, at a time agreed with you. We must meet the obligations which are part of our contract with you as described in your Tenancy Agreement. As part of that agreement, there are things which we must take responsibility for, but also things which you, as the tenant, must take responsibility for.
What we look after
- Structure – foundations, roof, chimney stack, walls.
- Exterior – doors, window frames and sills, drains, gutters and outside pipes
- Interior – walls, skirting boards, door frames, doors, ceilings, floors (but not painting and decoration)
- Outside – pathways, steps, garages, outhouses, fencing and gates
- Services – Electrical wiring, sockets and light fittings, gas piping, fitted heaters, radiators, water heaters, baths, toilets, sinks, basins, tap washers, adjusting and re-washering ball valves
- Communal areas in flats – corridors, stairways and entrances, TV aerials, stairway lights, lifts and entry phones.
What you have to repair and replace
- Anything you own or anything that needs fixing because of work you’ve done, or had done yourself, such as holes in walls from fitted shelves or holes from fitting a satellite dish
- Fuses and light bulbs
- Glazing – if you, your family or a guest has broken a window, we’ll fix it if you want us to but you must pay for it. If the glass was broken during a crime, we’ll need proof. If there’s been accidental damage, then we may pay for it depending upon the circumstances
- Fixtures and fittings, such as curtain rails and toilet seats
- Replacement keys and new locks
- Clearance of toilet and pipe blockages
- General good housekeeping, such as tightening screws
- Damage that you, your family or a guest has caused. See the recharges section
- Fittings or alterations you’ve made without getting written permission from Charter, may have to be changed at your own cost if they don’t meet standards
- We can’t carry out work on tenants’ own gas or electric fires, or their kitchen appliances
How we’ll respond
Emergency – we’ll get to you within 24 hours if a vital service has broken down and it’s likely to cause a risk to you, your home or your belongings. This might include:
- Dangerous structures
- Heating or hot water breakdown (during cold weather)
- Electrical power loss
- Gas leaks
- Major plumbing, such as burst pipes
- Door and window repairs where security is a risk
