Repairs & Maintenance
We know when something goes wrong in your home it’s important that it gets fixed. If you need to report a repair call or email us. We’re here to help.
Here you can find out about our annual compliance checks, learn how to tackle damp and see what we’re responsible for as your landlord, and what you’re responsible for as our resident.
What is a repair?
A repair is work that is carried out to fix damage, defects of significant deterioration. We will normally only replace or refurbish parts if a repair cannot be completed due to its condition or it’s no longer useful. We’re not responsible for carrying out repairs because of damage or neglect caused by our residents, member of the household, visitors, or pets.
Communal repairs are provided for entrances, halls, lifts, stairways, passageways, rubbish chutes, lighting, door entry systems and other parts provided for communal use. They may also be provided for fencing and other external structures which are our responsibility.
What is an emergency?
A repair that threatens your health, safety, or security or could cause significant damage to your home
Other examples of emergency repairs are:
- Escape of gas or fumes
- Electrical fittings in contact with water
- Live or bare electric wiring
- Sewage overflowing into the home
- Outside doors that need to be secured
- Burst storage tanks, cylinders, or pipes
- Failure of all lights or all power
- Failure of heating systems in severe weather and where no alternative is available
- Failure of all communal lighting
Please always report emergencies by phone - in the event of an emergency please call 020 7780 3070, lines are open 24/7.
Gaining access to your home
We fully respect your privacy but, in certain circumstances, we might have to enter your home without getting your permission first. We’ve outlined when this might apply below.
Access in an emergency
In an emergency, as a last resort, we might have to enter your home quickly. An emergency could be:
- where there is a risk to people and/or property
- a water leak
- a gas leak
- electrical problems
- a genuine and immediate concern for someone’s well-being, or
- a potential fire safety issue
Access with no emergency
Your tenancy agreement or lease sets out the times when you are expected to give us access to your home. If you don’t give us access when we need it, we may take action against you for breaking your agreement.
For example, you must give us access to your home for an annual gas safety inspection. As your landlord, the law requires us to carry out this check. You will receive communication with details on your appointment. If you don’t call straight away to arrange a more convenient time, we will expect that you're available for the contractor at the confirmed time. If you fail to give us access for three planned visits, we reserve the right to get a court order to enter the property.
Once we have decided we need to enter a property, we can force entry – or get another company or agency to do this for us. We will make every effort to contact you first. The final decision to go ahead must be approved by one of our executive directors. We will leave the property safe and repair any damage at our own cost. We will keep a clear record all our decisions and actions
How quickly will repairs be completed?
If your repair is an emergency, our contractor will be with you within four hours. There is no need to call more than once to report the emergency.
Once we have completed the ‘make safe’ repair, our contractor will contact you again within two working days to make a further appointment will be made to carry out a permanent repair, you do not need to call us for this to happen.
If your repair is not an emergency, an appointment will be made with you at a time and date that works for you. We aim to minimise the time between a request for a repair and its completion, though exact timescales will depend on the exact nature of the repair, availability of parts, and team schedules.
We can get things sorted for you and your neighbours quicker if you provide access to your home and to tell us if the appointment can’t be met for any reason.
Condensation and mould
A healthy home
When your home is damp, it can cause mould to grow on walls and furniture, or make timber windows rot. Damp can cause problems in your home and can be bad for your family’s health if left unchecked.
Damp can be caused by a leak or problem with the building or condensation. There are steps you can take to help reduce the build-up of moisture in your home, like:
- Cover boiling pans and turn kettles off quickly
- Avoid drying clothes on radiators, or in front of fires or heaters
- Dry washing outdoors, or in the bathroom with the door closed and the window open or the fan turned on
- When running a bath, put in some cold water first
- Open a window or use any fans in your kitchen and bathroom, and leave them running after you leave the room
- Keep a small window or trickle ventilator open in any room you are using
- Keep curtains open for at least four or five hours each day, to let moisture escape through any window vents
- Try to leave a gap between curtains and the wall during the day
If you need to report damp in your home, or are looking for more advice on how to manage it, visit our damp and mould page.
To help keep your home in good condition, there are certain things we’re responsible for as your landlord, and that you’re responsible for as our resident. Select the relevant tab below for an overview of our responsibilities and yours. Before you report a repair, please check whose responsibility it is.
Overview of our responsibilities
Exterior property including foundations, walls, doors, windows, pipes, drains, means of access, and garages
Internal property and structure including walls, skirting boards, floors, ceiling, doors, and heated towel rails
Pests where the reported pests are rats, pigeons, pharaoh ants, cockroaches or woodworm infestations.
Exterior property including foundations, roofs, gutters, pipes
Windows (but not usually the glass in them if it is damaged by a resident or a member of the household)
Pathways, steps, or other means of access
Drains (but not waste pipes that are blocked through use by residents)
Paths, fencing, and steps
Internal walls, skirting, floors, ceilings, and plasterwork (excluding minor cracks, painting, and decorating)
Gas, electrical, water, and waste disposal services, including basins, sinks, baths, toilets, flushing cisterns, and overflows
Internal fire doors
Kitchen and bathroom doors and frames, if there is a risk to health and safety
Pests where the reported pests are rats, pigeons, pharaoh ants, cockroaches or woodworm infestations
Overview of your responsibilities
Alongside the parts of your home that we maintain, you have responsibilities to keep your home in a good condition too. Please:
Keep both the inside and outside of your home, gardens, and communal areas clean and in good condition
Undertake minor repairs and avoid doing anything which may result in blockages to pipes and drains
Take responsibility for pest control, including mice, wasp and bees nests, bed bugs, and disinfestation
Make lifestyle changes to resolve instances of condensation and mould. Where condensation is the likely cause of any reported dampness, we will recommend action you'll need to take to deal with the problem and prevent further incidences.
To comply with the residents' obligations in regards to fire safety
If we have to carry out a repair that is your responsibility, we will pass on the cost to you. You can find out more about how we approach this in our Repairs recharges policy
Interior and exterior of your door
Door locks and keys (we will only replace front door locks if the damage is the result of a crime, crime reference number must be provided)
Fitting extra locks, door handles, and/or catches
House numbers, letter plates letterboxes, unless they are in an internal communal area
Draught exclusion, provided doors/windows fit reasonably
Adapting doors to accommodate carpets
Cupboard and wardrobe catches, hinges, and doors
Minor repairs to kitchen units, unit doors, hinges, drawers, and runners
Internal painting and decorating and window glass
Shelving, coat, and hat rails
Plumbing in washing machines or dishwashers
Maintenance of resident installed smoke detectors
Bathroom & kitchen
Any wall tiling above the first three rows, including fire surrounds, grouting and mastic
Showerheads, bath and basin plugs, chains, and handles
Renewal of sealant around the bath, wash hand basin, kitchen sink, and showers
Cleaning blockages and descaling of toilets, sinks, baths, and showers
Clothes lines, posts, tidy-dryers, and rotary dryers
Provision/replacement of individual dustbins
General fixtures and fittings
Replace or repair any gifted items (such as white goods, gas, or electrical appliances)
Cleaning of communal parts, except where specified as part of a service charge
Condensation and mould
Heating & electrics
Maintenance of any fixtures and appliances not fitted by THCH
Any tenant’s fittings/appliances e.g. gas cooker, washing machine
Fitting TV aerials (unless communal)
Plugs, lamps, and tenant’s own light fittings
Changing light bulbs tubes and fuses, unless sealed LED lights.
Gates, hinges, and latches to gates serving individual dwellings
Rubbish clearance as well as cleaning basements and front areas
Residents own fences and sheds
Gardening at individual properties
Overview of leaseholder responsibilities
If you live in a flat, you are usually responsible for all repairs and maintenance inside your home. If you live in a house, you are usually responsible for all repairs and maintenance inside your home and outside areas.
We're usually responsible for repairs and redecoration to your communal areas. As well as repairs and maintenance for:
- Lifts and door entry systems
- Fire safety equipment
- Roofs, outside walls, window frames, gutters and down pipes, drains
- Pumped water systems for your building
When we provide repairs and maintenance work to communal areas, you will be recharged a proportion of the cost in accordance with your lease.
Annual safety checks
It's our legal obligation to carry out compliance tests in your home. We will write to you to let you know when an inspection is due and we will need to gain access to your home.
We kindly remind you that this is a legal requirement as part of your tenancy agreement, and a failure to carry out the essential service will result in further action.