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Repairs and your responsibilities as a tenant

Your council is not responsible for all repairs and maintenance. You’re likely to be responsible for things like:

• fixing a curtain or shower rail
  
• getting keys cut if you lose them
  
• replacing light bulbs
  
• arranging and paying for any damage you or your visitors have caused in your home to be put right
  
• letting workmen into your property to carry out repairs

Repairs and your council's responsibilities

Your council is responsible for making sure:

• the structure of your property is kept in good condition – this includes the walls, ceiling, roof and windows
  
• gas and electricity appliances work safely
  
• shared parts of a building or housing estate (called 'communal' areas) are kept in good condition – eg entrance hall lighting or shared gardens

Your council should also keep you up-to-date about things that may affect you. For example, you should get several weeks' warning of any work needed.

• Find out about repairs to council properties Opens new window

The Right to Repair scheme

Your council has to fix urgent problems in your home which could affect your health, safety or security within a certain period. This is known as the Right to Repair scheme. Not all repairs are covered by the scheme, they usually have to be urgent and cost less than £250 to qualify.

Urgent qualifying repairs are normally fixed within one working day and include:

• total loss of electric power
  
• loss of heating and hot water during colder months (1 November to 30 April)
  
• a blocked toilet – if it’s the only one in your home

Less urgent qualifying repairs are normally fixed within three to seven working days and include a:

• blocked sink
  
• broken window pane
  
• broken door entry phone system
  
• loss of heating and hot water from 1 May to 31 October

Contact your council for a full list of qualifying repairs and to find out what happens if the repair isn’t covered by the scheme.

• Find out about repairs to council properties Opens new window

Arranging a qualifying repair

For qualifying repairs, your council should confirm:

1. who will do the repair – eg the contractor’s name and telephone number
2. the date and time of the repair
3. when the problem should be fixed by

You must make sure you’re at home on the agreed day. You should check the contractor's identity (using the information you’ve been sent) before you let them into your home.

• Request a repair to a council property Opens new window

• Find out about emergency out of hours repairs to council homes Opens new window

• Bogus callers (crime and justice section)

If a qualifying repair is not carried out

Contact your council to arrange a second appointment, you shouldn’t arrange for the work to be carried out by someone else.

If the repair is still not carried out (or completed in time) your council may pay you compensation. This means you may get a small amount of money (up to £50).

If maintenance work affects you or your property

If your property is damaged by any maintenance or building work, the council should repair the damage. You may be able to get a reduction in your rent if the repairs cause a lot of disruption. Contact your council to find out more.

You may have to leave your home if major works are needed on the building. Major works include things like knocking down walls or replacing staircases inside a building – which may take many months. Your council must find you somewhere to live while work is carried out and pay for the cost of this.

You may get money from your council (called a 'disturbance allowance') to pay for the cost of moving and the inconvenience it causes. The payment goes towards things like reconnecting appliances, reinstalling burglar alarms and hiring a removal van.

• Find your local council Opens new window

• Apply for a disturbance allowance from your council Opens new window

Complaints about repairs

Try to resolve any issues with the council directly – they will have a formal complaints procedure.

If you’ve tried their formal complaints procedure and are still not happy, you can send your complaint to the Local Government Ombudsman. They will look at your complaint and make a final decision (you can’t appeal against a Local Government Ombudsman decision).

• Make a complaint against a local council or authority

Get involved in managing council services

You can form a Tenant Management Organisation to take over some or all of the management of your property or estate. For example, to manage the repairs and maintenance instead of your council.

You can also set up or join a tenant association to get involved in how your housing is run by the council. For example, to have more say in how and when repairs are carried out.

• Tenants organisations - getting involved in where you live

Council housing – standards and regulation

To find out more about council housing standards and regulations, download ‘A guide to social housing standards’ below.

More useful links

• Anti-social behaviour (crime and justice section)

• Withholding rent over repairs Opens new window