Repairs

Repair responsibilities

As your landlord, we are responsible for some of the repairs to your property. But there are also repairs that you’ll have to carry out yourself.

Before you request a repair, check these lists to see if it’s our responsibility or yours.

Information for tenants

Inside your home

We’ll repair:

  • Kitchen units.
  • Sink units – except waste pipe blockages. You must show that you’ve made all reasonable efforts to unblock waste pipes. This includes using a plunger or drain cleaning products. How to unblock a sink yourself.
  • Tap washers – fitting and replacements.
  • Worktops.

 

You’re responsible for:

  • Kitchen sink – waste pipe blockages. How to unblock a sink yourself.We reserve the right to bill you for the cost of the repair if the blockage is considered to be caused by neglect by you, a member of your family or another person in your home.
  • Sink plugs and chains.

We’ll repair:

  • Baths – repairing and replacing.
  • Sink – repairing and replacing. Accidental damage is your responsibility. We will only repair waste pipe blockages if you have made all reasonable attempts to unblock yourself first. How to unblock a sink yourself.We reserve the right to bill you for the cost of the repair if the blockage is considered to be caused by neglect by you, a member of your family or another person in your home.
  • Sanitary fixtures and fittings – except toilet seats. How to replace a toilet seat yourself.
  • Tap washers – fitting and replacements.
  • Toilet repairs – Blocked toilets. You must show that you’ve made all reasonable efforts to unblock waste pipes. This includes using a plunger or drain cleaning products. How to unblock a toilet yourself.

 

You’re responsible for:

  • Waste pipe blockages (baths and hand basins) – you must show that you have made all reasonable efforts to unblock waste pipes. This includes using a plunger or drain cleaning product. How to unblock toilets and sinks yourself.
  • Bath plugs and chains.

We’ll repair:

  • Decoration (external).
  • Domestic appliances – if they have been provided by MTVH and if you pay a service charge.
  • Carpentry.
  • Main front door lock if it’s not working or broken.
  • Doors (internal) – including door frame and hinges, but excluding door handles.
  • Floorboards.
  • Floor covering – kitchen, WC and bathroom only.
  • Light fittings – except light bulbs, fluorescent tubes, bathroom sealed ceiling light bulbs, starter motors and dimmer switches.
  • Plastering and plasterboard – except minor cracks. Minor cracks and making good are part of the internal decoration you’re responsible for. We’ll only repair where the plaster repairs are extensive and the plaster is at the end of its useful life.
  • Skirting boards.
  • Stairs.
  • Telephone points.
  • Windows – except window locks.

 

You’re responsible for:

  • Decoration (internal) – we will not decorate after carrying out repairs. This is your responsibility.
  • Domestic appliances – if they belong to you or were ‘gifted’ to you.
  • Fixtures and fittings – for example coat hooks, curtains and curtain rails.
  • Laminate flooring – Except when the damage is caused by other repairs we’ve carried out. You must get our written permission before fitting laminate flooring.

If floor coverings you’ve bought need to be removed then put back to allow for repairs, you must arrange and pay for them to be removed and refitted.

We’ll repair:

We’ll repair:

  • Central heating – including storage heaters and fitted electric fires. If the radiator is cooler at the top than the bottom, you can try to fix this yourself first. This is very simple, and will be faster than requesting a repair.
  • Fire grates and surrounds – if a gas fire is removed completely, the opening will be blocked and ventilated as needed.
  • Gas – boilers and central heating systems.
  • Immersion heaters.
  • Relighting pilot light on gas boiler – includes re-setting any heating controls or programmers.

We’ll treat communal areas for pests, for example pigeons, rats or insects. We’ll also treat the surrounding flats if we need to.

We’ll repair:

  • Plumbing repairs and leaks – we’ll only repair leaks to domestic appliances (e.g. washing machines) if we originally provided them, and if you pay a service charge. If it has been ‘gifted’ then it is no longer an MTVH responsibility.

You should confirm that you have checked that your appliances are not causing the leak before we send a plumber to investigate. If it becomes apparent that it is the appliance that has caused the leak, then we may bill you for the costs of the repair.

 

You’re responsible for:

  • Drains – not including waste pipes. You must show that you have made all reasonable efforts to unblock waste pipes. This includes using a plunger or drain cleaning products. How to unblock a toilet or a sink yourself.
  • Hot water cylinder jackets.

Outside your home

We’ll repair:

  • Doors (external) – including door step.
  • Brickwork – garden walls (may then be replaced with alternative boundary marking).
  • Fences – we will only repair fences if there’s a health and safety risk. This will not be replaced as ‘like for like’ and may be chain link fencing.
  • Garages – you must repair garage door locks, you may need to arrange a private locksmith.
  • Porches – except broken glazing. Re-glazing will not be carried out unless there is a health and safety risk present. If there’s a risk, the window will be boarded up.

 

You’re responsible for:

  • Door furniture (external) – including bells, knockers, letter boxes, door number and door handles.
  • Front door lock – Except communal locks. You must repair locking systems. You may need to arrange a private locksmith.
  • Keys – We will not replace locks or provide keys. We will not provide replacement keys for non-suited locks. You should arrange replacements.
  • Locks – you should repair non-communal locks. You may need to arrange for a locksmith.
  • Garden maintenance – if you have sole use or it’s shared but with no service charge for maintenance.
  • Paths.
  • Washing lines.
  • TV aerials and sockets – unless communal.

We’ll repair:

  • Chimneys.
  • Roofs and gutters.

We’ll repair:

  • Communal and external entry doors.
  • Communal gardens and grassed areas where you pay a service charge for landscaped areas.
  • Communal glazing.
  • Pests – for example pigeons, rats or insects.
  • Lighting – communal or estate.
  • Lifts.

Information for homeowners and shared owners

If you live in a flat, we’ll repair the structure and outside of your home:

  • Roof.
  • Outside walls.
  • Gutters and external pipes.
  • Drains and gullies.
  • Interior.
  • Communal parts (e.g. lighting)
  • Communal TV aerials.
  • Lifts and entry phones.
  • Fire alarm systems.
  • Communal roads, pathways and steps.
  • Communal boilers.

 

You’re responsible for repairing and maintaining the inside of your home:

  • Central heating (including annual gas safety check).
  • Water tanks in your flat.
  • Internal walls, floors.
  • Ceilings.
  • Doors.
  • Door frames.
  • Locks and door hinges.
  • The glass in windows.
  • Window catches, locks, hinges and sash cords.
  • Window frames.
  • Plasterwork.
  • Decoration.
  • Air vents and extractor fans.
  • Any internal blockages and overflows (e.g. sinks, baths, WCs). How to unblock a toilet or sink yourself. 
  • Leaks from within your flat and any damage caused to another property.
  • All plumbing and electrical services.
  • External doors.

If you live in a house, you’re responsible for any maintenance and repairs to the inside and outside of your home.

This is not a list of every possible repair. Sometimes, responsibility for a repair will depend on the kind of tenancy you have and may be different from what’s on these lists. Check your tenancy agreement to see if you have any specific repair responsibilities.

Still not sure who’s responsibility it is?

Call us on:

 

Email us on:

Have a repair that’s our responsibility?

Request a repair

 

If you need extra support

We may deal more urgently with some repairs for vulnerable residents. Examples of residents who might be vulnerable includes (but are not limited to) people who have:

  • Learning disabilities
  • Served time in prison
  • Mental health problems
  • A physical disability or impairment

Call us you have support needs we should take into account when we’re arranging your repair:

0203 535 3535 if your home is managed by Metropolitan
0300 456 2929 if your home is managed by TVHA