We’ll always try to help you whenever we can, but we aren’t able to fix all repairs.
What we can and can’t fix depends on your tenure – whether you’re a leaseholder, freeholder or social tenant. Find out more about who’s responsible for things in and around your home:
To make sure you receive the right information for your property, please enter your postcode and door number only (e.g. Flat 6 - enter 6. Flat A - enter street address number).
Not a customer and you have a question, please call 0300 123 3456 and we’ll be happy to help.
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Tenants
As your landlord, we’re responsible for some repairs to your property, such as damage to some external areas or some issues in the bathroom. But you’ll need to fix issues with things like domestic appliances, wallpaper, curtains and light bulbs yourself.
Market rent and key workers
If you rent from us at market rent rates or are a key worker, we’ll look after the structure and exterior of your property and ensure anything we’ve installed works properly. It’s your responsibility to keep the property clean, tidy and free from pests. You must also keep common areas clear. If we find things cluttering up these areas and need to remove them ourselves, we may have to charge you.
Leaseholders and shared ownership residents
As a landlord, we’re responsible for some repair and maintenance to the structure of the building, communal areas and systems. But you’ll need to fix most of the internal issues yourself.
Freeholders
Our freeholders are generally responsible for all external and internal repairs to their homes and buildings.
If you’re still not sure who’s responsible for the repair, please contact us. If your repair is urgent, please call us on 0300 1233456.
Request a repair
Repairs and improvements
You’ll find the details of who’s responsible for what type of repairs in your tenancy agreement. But you can find a simple summary below.
We’re generally responsible for:
- Maintaining common areas where we’re the freeholder.
- Keeping tenants’ homes in good repair.
- Maintaining communal areas and repairs resulting from our action or inaction where we’re the landlord.
As a tenant you’re generally responsible for:
- Looking after your home.
- Reporting repairs.
- Giving us access to undertake any necessary repairs.
As a leaseholder you’re generally responsible for:
- All the repairs within your home.
Utility suppliers are normally responsible for all repairs up to and including the relevant meter, such as gas, electric and water.
Request a repair
Repairs and improvements
You’ll find the details of who’s responsible for what type of repairs in your tenancy agreement. But you can find a simple summary below.
We’re generally responsible for:
- Maintaining common areas where we’re the freeholder.
- Keeping tenants’ homes in good repair.
- Maintaining communal areas and repairs resulting from our action or inaction where we’re the landlord.
As a tenant you’re generally responsible for:
- Looking after your home.
- Reporting repairs.
- Giving us access to undertake any necessary repairs.
As a leaseholder you’re generally responsible for:
- All the repairs within your home.
Utility suppliers are normally responsible for all repairs up to and including the relevant meter, such as gas, electric and water.
Request a repair
Repairs and improvements
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We’re sorry, but the details entered didn’t match our records. Please check and ensure your details entered, are in the correct format: Post Code - SE1 7JB, House/Flat Number - 45 (e.g. if you live in Flat 6 or 6B you just enter the number 6).