Repair Responsibilities

We want you to know which things in your home you're in charge of fixing, and which ones we’ll take care of. That way, we can work together to keep your home in great shape.

Customers are responsible for
We are responsible for

Have a look at the full list below to find out what we will fix and what you need to fix within your home.

Heating and Plumbing


Heating & Plumbing	Incommunities	Customer
Making sure your home is well ventilated and heated to prevent condensation building up		✓
Making sure your home has low levels of heating during the colder months to stop the water in the pipes from freezing		✓
Servicing of boiler and gas fires	✓
Radiator repairs	✓
Gas fire repairs and servicing	✓
Stopping the water supply when there is a major leak	✓
Boiler repairs	✓
Stopping the gas supply in an emergency	✓
Replacing plugs and chains to baths and sinks		✓
Initial unblocking of sinks and baths		✓
Any blockages to dishwashers and washing machines		✓
Checking and adjusting heating controls including the thermostat and timer		✓

There are some repairs you can make to your boiler. Have a look at our how-to videos for step-by-step guides on some common repairs.

OFGEM have some useful information about how you can save money on your energy bills.

Electrics


Electrics	Incommunities	Customer
Electrical re-wiring	✓
Testing of the electrics	✓
Maintenance of the electrical switchboard	✓
Changing light bulbs		✓
Testing and cleaning of smoke detectors and carbon monoxide detectors		✓
Repairing faults on your own cookers, fridges, dishwashers and lamps		✓
Replacing plug sockets	✓
Replacing light switches	✓

Have a look at our how to videos for step by step guides on how to carry out some repairs in your home.

Doors, Windows and Locks


Doors, Windows and Locks	Incommunities	Customer
Replacing doors and windows due to normal wear and tear	✔
Fitting new locks and latches	✔
Replacing lost keys		✔
Replacing security chains and spy holes		✔

Bathroom


Bathroom	Incommunities	Customer
Replacing damaged or missing tiles	✓
Fixing and replacing baths, showers and toilets	✓
Fixing and replacing toilet seats, shower rails, shower curtains, towel rails and bathroom mirrors		✓
Replacing shower heads		✓

Roof, Pipes and Drains


Roof, Pipes and Drains	Incommunities	Customer
Replacing and repairing broken roof tiles	✓
Replacing pipes that are part of your homes structure	✓
Removal of build up of moss on roof		✓
Blocked drains		✓

Gardens and Balconies


Gardens and Balconies	Incommunities	Customer
Keeping gardens and balconies tidy and clear of rubbish including bulky waste like mattresses, cookers, ovens etc		✓
Replacing broken washing lines and washing posts		✓
Removal of groundwater due to heavy rainfall		✓
Repairing sheds, outhouses and greenhouses and the keys		✓

Communal Areas


Communal Areas	Incommunities	Customer
Keeping communal areas tidy and clear of obstructions		✓
Regular cleaning of communal areas	✓
Maintenance of communal grassed areas	✓

Repairs Policy

We have created a repairs policy which gives all the details about our repairs service. It tells you

What we will do
What you need to do

To read the full policy, click on the button below:

Responsive Repairs Policy.

Who is the policy for?

This policy is for customers who:

Rent a home owned or managed by us. There are exceptions for Leasehold and Shared Ownership customers, and this is explained within the full policy under section 2. Scope.
New homes less than 12 months or 24 months old (during their Defect Liability Period) and Market Rent homes may have different contract arrangements than stated in this policy as detailed in the Home User Guide.

Terms set out in individual tenancy and leasehold agreements take precedence over the statements in this policy.

Do I need to get insurance?

We make sure all our homes have buildings insurance. This means the building itself is protected. We also tell our customers to get contents insurance. This helps protect things like your sofa, TV and clothes if there’s a fire, flood, they get stolen or an accident happens.