Our responsibilities (section 5)

This page provides information about your key rights as a tenant.

5.1 We are responsible for setting your rent. The amount of rent you pay depends on the size, type and location of your home.

5.2 We are responsible for repairing and maintaining the structure and exterior of your home and any building it is in, including roofs, walls, floors, ceilings, window frames, external doors, gutters and outside pipes.

5.3 We must: 

  • carry out repairs within a reasonable time 
  • clear up after a repair and give you reasonable notice of any improvements to your property which are considered necessary

We are not, however, responsible for repairing anything which has become damaged or defective as a result of your act or default or that of a person living with or visiting you.

5.4 We will take reasonable care to keep any communal areas around your home (e.g. stairs, lifts, landings, lighting, entrance halls, pathways, shared gardens, parking areas and rubbish chutes) in a condition that is fit for use by you and persons living with or visiting you.

5.5 We will keep in repair and proper working order the installations in your home for space heating, water heating and sanitation and for the supply of water, gas and electricity. These include:

  • kitchen and bathroom basins, sinks, baths, toilets, flushing systems and waste pipes (but not other fixtures, fittings and appliances that use water, gas or electricity)
  • electric wiring including sockets, switches and light fittings (excluding bulbs)
  • gas pipes, water pipes, water heaters, fitted fires and central heating installations

5.6 We are legally responsible for making sure that gas appliances (except ones you are entitled to remove), gas pipe work and flues are in a safe condition. The checks we carry out are for gas and carbon monoxide leaks. We will do this in an annual gas safety check.

5.7 We will provide you with a rent/mortgage reference upon request and will make a reasonable charge for providing this.

5.8 If you apply to buy your home, we will continue to do repairs that may affect health, safety or security while you are applying but we will not do any improvements, for example new windows or a new central heating system. If you buy your home, then we will no longer be responsible for its repair.

We are responsible for consulting with you and for involving you in decision making. 

5.9 We must ask your views about any of our housing plans if they substantially affect you – for example we will consult you about modernisation or improvement work that is planned for your home or your area. 

5.10 We must consult you before making any changes to the conditions of your agreement (except for rent) and must notify you in advance of actually making any changes.

5.11 We must provide information each year on the performance of the housing service. We usually do this through the publication of an annual report.

Last updated on 29/05/2024