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We provide a quality repairs and maintenance service for our customers. We’re responsible for repairs to the structure and exterior of your home and its outbuildings.  

However, there are some repairs which are your responsibility. We expect you to keep your home in a safe and clean condition. Gardens should also be kept neat and tidy.

You’re responsible for fixing any damage that has not been caused by fair wear and tear.

Who is responsible for repairs to your home?

Work needed You're responsible We're responsible Important information
Alterations or 
improvements done 
by you		 ✔   Any alterations or improvements 
need our approval before work 
starts
Artexing ✔  

Before a customer does any 
artexing or plastering work, they 
should speak to us to 
confirm whether there’s asbestos 
in the property.

Customers are 
responsible for the ongoing 
maintenance.
Basins   ✔  
Sink plug and chain ✔    
Baths   ✔  
Bath panels   ✔  
Blinds ✔    
Bolts to front and back doors ✔    
Boxing   ✔ We'll only repair or renew 
existing boxing.
Cat flap ✔    
Chimney and flue 
sweeping (solid fuel) 		   ✔

This is usually done as part of the 
annual service.

We’re responsible 
for flues serving any gas fitting.
Coat hooks ✔    
Communal areas   ✔ For example, communal lighting, 
flooring and decoration.
Condensation ✔  

This is usually your responsibility 
unless it’s causing damage.

We’ll 
assess this if reported
Cooker install   ✔ Any cooker we install must be 
in good working order, with 
manufacturer’s instructions 
available
Coving ✔    
Clothesline or post ✔    
Cupboards - catches ✔  

If you’ve fitted your own cupboard 
catches, they’re responsible for 
maintaining them.

We don’t fit 
catches as part of investment or 
any modernisation work.
Damp and mould ✔    
Dishwasher 
installations		 ✔  

 
Doorbells ✔   Unless hardwired and installed by 
us.
Door entry systems   ✔  
Doors – all external / 
outside doors		   ✔  
Doors – front and 
back door weather 
seals		   ✔  
Doors – internal 
door repairs		   ✔  
Doors – shaving/
trimming		 ✔  

If you’ve installed new doors with 
our approval, you’re responsible 
for shaving them.

If we’ve 
installed doors or flooring as part 
of works, we’ll complete this.
Drains   ✔  
Electrical socket 
movement		 ✔  

Approval is required. Work must 
be carried out by a registered 
electrician and evidenced on 
completion.
External lighting – 
broken fittings		   ✔ This doesn’t include light bulbs, 
which are your responsibility.
External pipes   ✔

 
External TV aerial   ✔ Communal aerials only, for 
example in high-rise blocks.
Extractor fan 
(kitchen and 
bathroom only)		   ✔  
Fencing   ✔ If you’ve erected your own fence, 
it’s your responsibility.
Fireplace and 
surrounds, repair or 
removal		   ✔  
Flooded homes   ✔  
Flood repairs to 
timber or concrete 
floors		   ✔  
Flooring including 
carpets, laminate, 
tiling and lino		 ✔   If you want to install permanent 
fixed flooring, please contact us 
for approval first.
Foundation repairs   ✔  
Garages and 
outhouses attached 
to properties or let 
under a separate 
agreement with 
Thirteen		   ✔  
Garden 
maintenance (all)		 ✔  

This includes trees and hedges. 
You’re responsible for all garden 
maintenance.
Garden tap ✔  

You must get our permission 
before installing a garden tap. 
Once installed, maintenance is 
your responsibility.

Garden taps 
installed by us in new builds are 
maintained by us.
Gas cooker bayonet   ✔

We supply and fit these free of 
charge for safety reasons. They 
must be installed by a Gas Safe 
registered engineer.
Groundwater ✔  

This is usually your responsibility 
unless it’s causing damage.

We’ll 
assess this if reported
Gutters and fascias   ✔  
Hat/coat rails ✔    
Internal locks ✔    
Internal meter 
boxing-in		   ✔  
Kitchen units, 
worktops and tiles		   ✔ Items you’ve installed yourself are 
your responsibility to repair.
Letterbox   ✔  
Lifts and stairlifts ✔ ✔

We’re responsible where lifts or 
stairlifts have been installed by 
us or a partner such as the NHS.

Privately installed lifts or stairlifts 
are your responsibility.
Light bulbs ✔  

We may help if you’re unable to 
change light bulbs yourself and 
don’t have friends or family who 
can help.
Light bulb starters ✔    
Light fittings ✔  

We’ll repair faulty or dangerous 
batten lamp holders and ceiling 
roses.
Light switch / power 
faults		   ✔  
Loft insulation   ✔ Topping up or replacement.
Meters inside high-rise blocks   ✔  
Minor plastering of 
cracks and holes		 ✔  

If approved DIY work 
needs patching, this is your 
responsibility.

If patching is 
needed after works we’ve carried 
out, we’ll arrange it
Path maintenance   ✔  
Pest control ✔ ✔

We’re responsible for rats, mice, 
fleas, bedbugs and cockroaches.

You’re responsible for ants, 
silverfish, slugs, bees and wasps.
Roof repairs   ✔  
Security alarms ✔  

If you install your own alarm (with 
our approval), you’re responsible 
for maintenance.

Alarms already 
installed are gifted to you. We can 
remove unwanted alarms at the 
start of a tenancy if requested.
Sheds ✔   Sheds are gifted to you when you 
move in and are your responsibility.
Shower repairs   ✔

 
Sinks   ✔  
Smoke alarms   ✔

 
Solar panels and 
green energy units		   ✔  
Stairways   ✔  
Tumble dryer outlets ✔    
Toilets   ✔  
Toilet seats ✔    
Wall repairs   ✔  
Washing machine 
taps and waste pipes		   ✔  
Water services to, 
and inside, your 
home		   ✔  
White goods such as 
fridges or washing 
machines		 ✔  

White goods are your 
responsibility, including any gifted 
at sign-up. We’re not responsible 
for fitting cookers, but we do fit 
them free of charge for safety 
reasons.

Any cooker we fit 
must be in good working order, 
with manufacturer instructions 
available.
Window glass and 
window frames		   ✔ Painting isn’t included as a repair. 
Where needed, work may be 
scheduled after assessment.
Window blinds and 
curtains		 ✔    

Report a repair

You can report a repair by contacting us.

Contact us