Repairs to your home

These are not covered during this defects period. If these break down, you should refer to the instruction manuals, and the guarantees or warrantees that you were given when you first moved in. You’ll then need to contact the manufacturer to get them repaired.

Please call us on 0300 123 3456 if you need to report a repair or discuss this in more detail.

We send this to you when the defects period is due to expire. We’ll ask you to tell us about any outstanding issues. We may then arrange a formal inspection with the builder.

Please respond to this letter: otherwise, we’ll assume that there is nothing wrong with your property. This may result in the builder refusing to carry out the repair.

Please call us on 0300 123 3456 if you need to report a repair or discuss this in more detail.

Builders are not responsible for repairs caused by wear and tear, or damage or misuse. It’s important that you tell us about a problem as soon as possible, otherwise the builder may claim that the fault is down to wear and tear, and won’t agree to carry out the repair.

If the fault is because of your misuse – for example, if boiler systems have been used incorrectly – then you will be recharged for the cost of the call out and any associated repair. If you’re unsure how to operate your boiler, please refer to your owner’s manual.

Similarly, if you or your guests cause damage inside your home during the defects period, then you’ll be responsible for this repair.

Please call us on 0300 123 3456 if you need to report a repair or discuss this in more detail.

Sometimes there’s a need to complete a repair to the communal parts of the scheme during the defects period. If you spot something, please call us on 0300 123 3456.

Remember, after the defects period expires, all communal repairs will need to be undertaken on behalf of the residents, and will be paid for from your service charge.

Our-of-hours emergencies are repairs that present serious health, safety or security risks, and could result in major damage to your home. They might include:

• serious flooding or leaks
• the lift breaking down
• complete loss of electricity
• exposed wires
• damage to windows or doors that makes your home insecure
• blocked toilet when there’s only one WC
• dangerous ceilings, plasterwork or walls

Call us immediately on 0300 123 3456 if this is happening to your home.

This will depend whether you live in a block of flats or a house.

If you live in a house, then you’ll be responsible for all the repairs to your home.

If you live in a block of flats, then we’re responsible for:

• exterior walls and foundations, and roof
• rainwater and soil pipes, and sewers and drains
• gas, water, electricity supply pipes to your flat
• lifts
• communal heating systems, and communal window frames and entrance doors
• external decorations and common parts decoration
• external communal areas (car parks, private estate roads)

Please note that although we’re responsible for carrying out the repairs, the cost of repairs will be recovered from your service charge. If we need to carry out a repair that will cost more than £250 per leaseholder, we will consult with you before we start.

You’re responsible for:

• fixtures and fittings (like kitchen units), as well as toilets, baths and showers
• floorboards and floor tiles
• internal redecoration
• radiators, storage heaters, storage tanks and pipe work within your flat
• leaks or burst pipes within your flat
• gas boilers (which you should get serviced annually)
• gas, electric and water installations within the flat
• internal non-structural walls
• glazing for your windows
• your front door

Call us immediately on 0300 123 3456 if you need to discuss this further.

If you’ve bought a house, then you’ll be responsible for all the repairs to your home.

If you live in a block of flats, then we’re responsible for:

• exterior walls and foundations, and roofs
• rainwater and soil pipes, and sewers and drains
• gas, water, electricity supply pipes to your flat
• lifts
• communal heating systems, and communal window frames and entrance doors
• external decorations and common parts decoration
• external communal areas (car parks, private estate roads)

Please note that although we’re responsible for carrying out the repairs, the cost of repairs will be recovered from your service charge. If we need to carry out a repair that will cost more than £250 per leaseholder, we will consult with you before we start.

You’re responsible for:

• fixtures and fittings (like kitchen units), as well as toilets, baths and showers
• floorboards and floor tiles
• internal redecoration
• radiators, storage heaters, storage tanks and pipe work within your flat
• leaks or burst pipes within your flat
• gas boilers (which you should get serviced annually)
• gas, electric and water installations within the flat
• internal non-structural walls
• glazing for your windows
• your front door

Call us immediately on 0300 123 3456 if you need to discuss this further.

Part of your service charge will be put into the sinking fund: this is what is used for the future maintenance of your home. It might be used for things like replacing a roof or renewing a lift.

All the money in the sinking fund is held in a trust for leaseholders. We will always consult with you before we carry out any major works that will cost more than £250 per leaseholder.

We’ll tell you at the beginning of each financial year how much we’ll be putting into the sinking fund, as well as what major works we’re planning to do.

Call us immediately on 0300 123 3456 if you need to discuss this further.

If it’s coming through your ceiling, please remember to check with your neighbour first. We’re only responsible if the water is leaking from communal pipes.

Call us immediately on 0300 123 3456 if you need to discuss this further.