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Raising a Repair


Under the terms of your tenancy agreement we are responsible for maintaining your property and for certain repairs. These fall into either Planned Maintenance, or Emergency and General Repairs.

Planned maintenance includes improvements to your home and building that are carried out according to our building maintenance schedule. This may include updating kitchens, bathrooms, windows, roofing, and decorating. 

Other, emergency or general repairs, must be reported to us and will be dealt with according to the following areas of responsibility:

The repair is your responsibility

Outside your home

  • Door bells
  • Glazing (unless caused by a crime and you have obtained a specific crime number)
  • Pests such as mice, wasps and cockroaches
  • Sheds and outhouses
  • Garden fencing, front and rear

Inside your home

  • Blocked toilets, baths and basins, toilet seats, shower heads and hoses
  • Internal decorating including floor coverings, doors and locks
  • Light bulbs, including fluorescent strips
  • Batteries in smoke detectors

The repair is our responsibility

Outside the home

  • Door entry systems
  • Windows and frames (but not glazing)
  • Roofs, gutters and down pipes
  • Boundary fencing

Inside your home

  • Annual Gas Service
  • 5-year annual electrical inspection
  • Replacement of toilets, baths and basins (fair wear and tear only)
  • Replacement of kitchen (fair wear and tear only)
  • CCTV, smoke detectors and fire alarms in communal areas

For full details of our Repairs and Improvements service visit REPAIRS & IMPROVEMENTS

How to Report a Repair

If the repair is our responsibility, you will need to raise a repair request via the Resident's Portal login here. If you are not yet registered on our portal, you can register here.

If your repair is an emergency such as leaking water, structural damage, or an issue that puts your health and safety at risk, please contact us immediately on 0208 607 7777. Please note that this phone number is for emergencies only.