Repairs

Repairs & Maintenance

We know when something goes wrong in your home it’s important that it gets fixed. If you’re in an emergency, you can call us. We’re here to help. 

Here you can report a repair, find out about our annual compliance checks and see what we’re responsible for as your landlord, and that you’re responsible for as our resident.

Call us in an emergency

Report a Repair

Reporting a Repair

Note: Questions marked by * are mandatory


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.

Our responsibilities

Before you report a repair, please double check who's responsibility it is.

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.

We're responsible for:

  • 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

Your responsibilities

Before you report a repair, pleasee double check who's responsibility it is.

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

 

You're also responsibe for some repairs and maintenance:

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

 

Interior fittings

  • 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

     

Property maintenance

  • 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

  • Maintenance of any fixtures and appliances not fitted by THCH

  • Any tenant’s fittings/appliances e.g. gas cooker, washing machine

  • Bleeding radiators

  • Fitting TV aerials (unless communal)

  • Plugs, lamps, and tenant’s own light fittings

  • Changing light bulbs tubes and fuses, unless sealed LED lights.

     

Garden/exterior

  • Gates, hinges, and latches to gates serving individual dwellings

  • Rubbish clearance as well as cleaning basements and front areas

  • Tenants own fences and sheds

  • Gardening at individual properties

 

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  

 

How quickly will repairs be completed?

Emergency repairs

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.

 

Non-urgent repairs

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

Our Guide to damp and condensation explains the different types of damp and what you can do about them. For more information, email customerservices@thch.org.uk

Annual checks for your safety

Yearly tests are essential for keeping your home running smoothly and safety. 

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.

Safety at home

We're here to help. Get in touch on 020 7780 3070 or