What are your thoughts on the chargeable repairs policy?

• 11th May 2022

Customers

We need your input

We are currently rewriting our guide that explains which repairs you are responsible for paying. One of the things we are doing is making the guide simpler to understand.

We do not charge you for repairs needed through normal wear and tear, but we will charge you for:

· Repairs needed due to damage or neglect.

· Repairs we carry out that are your responsibility – for example, changing a lock because you’ve lost your keys.

· We may also charge you if we cannot get into your home at a pre-arranged time to carry out a repair or if you tell us the problem is an emergency when it isn’t – for example, you tell us a small water leak is a flood.

We are keen to find out what you think of our new guide explaining this. Where we can we will use your feedback to consider any further improvements.

You can find the survey here

The consultation closes on 29 May 2022.