Repair responsibilities

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. Find out how to unblock a sink yourself.
• Tap washers – fitting and replacements.
• Worktops.

You’re responsible for:

• Kitchen sink – waste pipe blockages. Find out how to unblock a sink yourself. We reserve the right to bill you for the cost of the repair if you, a family member or another person in your home has caused the blockage.
• Sink plugs and chain.

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. 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 or another person in your home.
• Sanitary fixtures and fittings – except toilet seats. Find out 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. Find out 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. Find out 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:

• Electrical – wiring, sockets and switches. Before you request a repair, check the fuse of your appliance is working.
• Switches and sockets – except dimmer switches.

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.

We’re responsible for resolving any damp or mould problems in your home. Find out how to report damp and mould and what steps you can take to reduce it.

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.
• Damp and mould – tell us about a damp and mould problem.