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Who is responsible for your repair?
When to report a repair and how we can help.
It can be confusing trying to figure out which repairs you're responsible for, so we clarify this here. If you have any further questions, please contact us You can also refer to your lease if you're a leaseholder.Information for former Family Mosaic residents
- Tenant repair responsibilities
- Key worker and market rent residents' responsibilities
- Leaseholder repairs
- Need to report a repair?
As your landlord we are responsible for some repairs to your property; however some of these responsibilities are with you the resident. To get clarity, take a look at our table which specifies what you are responsible for:
Tenant repair responsibilities (pdf, 215kb)
It includes information about:
- blockages to a sink, toilet or bath, even if it is accidental
- providing extra locks
- repairing or replacing locks because of action by you, your family or visitors. This includes repairs or replacements because keys have been lost or stolen
- any damage caused by the tenant, their family or visitors
- fitting door bells
- plumbing or repairs to equipment such as washing machines and dishwashers
- adapting inside doors to fit carpets
- fitting draught excluders
- replacing light bulbs, fluorescent strips and starters
- fitting of toilet seats
If you, or a member of your household, have actually caused damage, the repair will be your responsibility. If we do carry out work, which may happen in an emergency or other exceptional situation, you will be charged for it.
If you’re a key worker or rent from us at market rent rates, we’re responsible for keeping the structure and exterior of your premises in good repair and for ensuring that any installations we’ve provided are in working order.
External and structural repairs
Our repair responsibilities for market rent and/or key workers include:
- drains, gutters and external pipes
- the roof
- outside walls, outside doors, window sills, window catches, sash cords and window frames including necessary external painting and decorating
- communal area internal walls, floors and ceilings, doors and door frames, door hinges and skirting boards
- chimneys, chimney stacks and flues (not including sweeping)
- pathways, steps or other means of access
- plaster work
- integral garages and stores
- boundary walls and fences excluding dividing fences between neighbours (please refer to the Building Maintenance Duty Surveyor for any additional clarity on ownership/responsibilities).
- replacement of carpets and window coverings provided by us.
We don’t usually have any repair obligations for the interior of leaseholder properties. All obligations concerning repairs are laid out in your lease and you should always check this before contacting us about a repair.
As a landlord, however, we are generally responsible for some repair and maintenance for the structure of the building, communal areas, and communal systems. These include repairs to:
The structure of the building
- roof repairs
- rainwater pipes and gutters
- external drains
- damp-proofing works
- floor joists
- door entry systems
- district heating
- communal TV aerials
If in doubt about who is responsible for what, please check your lease.
Our freeholders are generally responsible for all external and internal repairs to their homes/buildings.Report a repair