Tenant recharges
When we may charge you for a repair
The rent we collect pays for your repairs and maintenance service. The only time you will have to pay anything extra is if we charge you for a repair that is your responsibility. What type of repairs are tenants responsible for?
You are responsible for:
- Any damage to your home caused by you, members of your family or your visitors. This is regardless of whether the damage was caused by accident, on purpose, or through negligence, for example, broken glazing, or plastering that has been damaged due to prolonged use of a steamer to strip wallpaper
- Any act of vandalism, unless a crime number is obtained
- Any act of negligence - including repeated lock changes, or replacing keys, if you get locked out of your property
- Small repairs such as a broken toilet seat, blocked hand basin, sink or bath, or changing a light bulb
- Removal of rubbish left in the property, loft, outhouse or garden area once a tenant moves out
If you are elderly or you are registered disabled you may be able to get some help with small repairs.
Reporting a chargeable repair
Whenever you call to report a repair on 01709 336009, we'll let you know if the cost of the repair is your responsibility. In some cases, your Housing Champion may first visit your property to assess the damage before giving you a quotation, for example, if you have a broken window.
Please note: we will charge you if you give us false information which leads us to attending a non-chargeable repair which later transpires to be a chargeable repair. We will also charge you if you exaggerate a repair as an urgent or emergency repairs request.
Non-emergency chargeable repairs
If you agree to the quotation given to you for your repair, you may ask us to carry out the repair.
You will also be given the option to make your own arrangements and for the work to be done by a competent person independent of your landlord. Works carried out by another company will be subject to inspection by us to ensure quality and safety standards are maintained. Such inspections will be chargeable.
If you decide to ask us to carry out the work, you must first complete a Rechargeable Repair Acceptance form, which outlines the works to be carried out and the cost. This can be obtained by phoning 0300 100 2010, contacting your local Housing Champion or visiting any Neighbourhood Office or Customer Service Centre.
Work will not be ordered until the signed Rechargeable Repair Acceptance form has been received.
Emergency chargeable repairs
If the repair is an emergency, the work will be ordered immediately. You will be asked to complete and sign a Rechargeable Repair Acceptance form, outlining the works carried out and the cost, at a later date.
Arranging payment
You may be asked to pay for the work before we complete the repair. Alternatively, we may ask you to agree a payment arrangement. You can pay for recharged repairs by instalments and you might be able to claim back the cost through your Home Contents Insurance. You'll need to check your policy details to see if you are covered for the type of damage incurred.
Remember you can take out the Council's Home Contents Insurance to protect your home and belongings against future damage. This insurance offers attractive rates for a good level of cover.
Repair resulting from criminal damage
If damage arises due to crime or vandalism then you should first report this to the police and get a crime reference number. You'll need to provide this number to our staff when you call to request the repair.
Typically, we don't charge if the repair is due to vandalism or criminal damage. If you think you should be exempt from a recharge you should complete the Claim for Exemption from Recharge form. Once this is completed, you should return it to your local Housing Champion.
Outstanding recharge account
If you would like to check an outstanding recharge balance, or would like to make payment on outstanding recharge account, please phone 0300 100 2010.
Last update: 17/01/2012
