Service Standard - Our responsibilities

Our Service Standard covers repairs and maintenance of your home. It makes it clear what our responsibilities when it comes to repairs and maintenance of the outside and inside of your home along with your shared spaces and grounds.

We want to provide you with a really good experience - and to keep your home in good condition so that you can be happy and proud of where you live. Here is what you can expect from us. 

What you can expect from us

Before you move in

We will inspect your home and carry out any work to ensure it’s safe, secure and ready for you to move in.

After you have moved in

We will continue to carry out repairs and maintenance in line with this Service Standard, to keep your home in good condition.

What we are responsible for

On the outside

We will maintain and repair any damage to the structure and exterior of your property, including:

  • Drains, gutters and external pipes within the property boundary (United Utilities - Sewers and drains explained).

  • Roofing, chimneys and flues.

  • External walls, doors and windows, including failed double glazed units.

  • Major wall and ceiling plaster work defects i.e. scratch coat repairs, holes greater than 1cm, cracks greater than 5mm wide, etc.

  • External items inclusive of roof, rainwater goods, brickwork, windows and doors etc. to integral garages and stores provided by us.

Read more

On the inside

  • Internal doors and door frames and skirting boards that are considered fair wear and tear.

  • Kitchen units, worktops and tiling that is considered fair wear and tear. (If we need to replace items like this, we will replace like-for-like or to the nearest match if the style/colour is discontinued).

  • Floor coverings to bathrooms and kitchens that were installed by us (subject to fair wear and tear).

  • Basins, sinks, baths, toilets (toilet sets are your responsibility), flushing systems and water pipes.

  • Installations provided by us for space heating, water heating and sanitation and for the supply of water, gas and electricity, including:

    Electric wiring including sockets, switches, hard-wired smoke and carbon monoxide alarms.

    Water heaters, fitted fires and central heating installations.

Shared areas, spaces and features

We’ll repair common areas outside your home such as:

  • Paths that are main access routes to and from the property.

  • Fencing, gates, gate posts and boundary walls within the property boundary. (We are only responsible for maintaining and repairing existing fencing, gates and boundary walls.)

  • External drains within the property boundary.

  • Bin stores and communal parking areas.

We will keep the following in a reasonable condition:

  • common entrance

  • halls

  • stairways

  • lifts

  • passageways

  • rubbish chutes

  • other common spaces and features, including electric lighting.

We'll do what we reasonably can to keep any lifts and other shared facilities working properly. You should tell us quickly about anything that needs to be repaired or maintained in the property or communal areas.

Damp, mould and condensation

If you are experiencing damp, mould or condensation in your home, you must contact us as soon as you notice it.

A Repairs Inspector will come and have look and they will complete a pre-inspection report and discuss the potential cause, raise any necessary repairs and provide advice and guidance on how to tackle condensation.

An adaptation is a change or alteration in or around your home to allow you to live more independently or allow you and/or your carer greater safety and mobility.

We want to make sure that your home is suitable for your needs. We understand that your needs may change due to illness or disability. As a result you may require alterations to allow you to make the most of your home.

More help on caring for you home

Repairs and the law

As a minimum we will always undertake repairs as set out in Section 11 of the Landlord and Tenant Act 1985, this includes managing any Health & Safety risks. We also have a legal obligation to do any repairs as specifically described in your tenancy agreement.

Permissions and adaptations

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