Who is Responsible for Repairs?

The rent you pay us includes a contribution towards the cost of repairing and maintaining your home. Your tenancy agreement sets out exactly what we will look after.

This includes the following items:

  • The structure and exterior of the property
  • Drains
  • Guttering
  • External pipes
  • Plumbing and Gas Systems
  • Heating and Hot Water supply equipment
  • Baths, sinks and toilets

As the landlord we are responsible for:

  • Keeping your homes and communal areas in a reasonable condition and fit for human habitation.
  • Keeping the structure and exterior of your homes in good repair, including drains, gutters and exterior pipes.
  • Keeping in repair and proper working order, the installations in your homes that supply water, gas, electricity for lighting and space heating. We are also responsible for installations that provide hot water and sanitation, including basins, baths and sanitary conveniences.
  • Maintaining and servicing mechanical and electrical appliances and installations in your homes, within the timescales and requirements set out by law, in the equipment manufacturer’s stipulations, and/or our own standards.
  • Undertaking a continuous and ongoing programme of detailed stock condition surveys, including obtaining ongoing feedback from tenants, contractors and staff. We will do this to ensure that we have a record of the true condition of our housing stock and can identify where repair and improvement works are most needed.

Tenants’ own Repairing Responsibilities


  • In line with your tenancy agreement you agree to report to us promptly any repair or defect for which we are responsible for in your home or the common parts.
  • You must allow us access to your home to help us complete repairs and services.
  • If a repair appointment cannot be kept, we ask that you please let us know at the earliest opportunity.

 Internal Decoration

  • Keeping the inside of your home clean and decorated to a reasonable standard – For example, if you have stripped off the wallpaper and the wall needed plastering you would be responsible for doing this.
  • Repairing and filling small cracks in plaster.
  • Installing or replacing curtain rails, pelmets and blinds


  • Replacing lost or broken keys including locks if needed.
  • Replacing lost, stolen or damaged fobs.


  • Replace plugs and chains
  • Replace toilet seat
  • Clear blockages to sinks and toilets that have been blocked through misuse
  • Replacing shower curtains
  • Repairing or renewing shower units unless provided by TCCH
  • Clean extractor fan


  • Replace plugs and chains
  • Clear sink blockages
  • Repair, replace, connect appliances (Cooker, Washing Machine, Tumble Dryers and Dishwashers)
  • Securing loose screws on kitchen units
  • Clean extractor fan


  • Changing fuses
  • Replace bulbs throughout property – except for kitchen and bathroom.
  • Repair or replace light fittings fitted by yourself
  • Re-setting a trip switch

Tenants Tip when checking electrical problem;

Tripped electrics – check all appliances and sockets before calling -Unplug each appliance in your home. This includes everything from fridge freezer, microwave, toaster etc.

Plug each appliance in one by one and turn it on. If the power doesn’t trip, please move on to the next appliance. If the power does trip, please make a note of which appliance you used when the power tripped and then move on to the next item.

Once you have undertaken this process for each item, it would be appreciated if you could repeat the process once more as it’s not always possible to identify an intermittent fault with an individual appliance first time round. We want to maximise our chances of locating a possible fault.

Central Heating

  • Bleeding radiators
  • Topping up the pressure on the boiler (see video for guide)
  • Sweeping chimneys, unless a central heating appliance is installed in the fireplace


  • Replacing cracked or broken window glass where caused accidentally or by neglect – TCCH will board over and make safe if required.

 Internal doors

  • Adjusting internal doors to accommodate carpets or floor coverings (Except for fire doors)
  • Securing loose screws

Floor Finishes

  • Repairing or replacing floor finishes except for kitchen and bathroom floors installed by TCCH.

TV Aerials, Dishes and Doorbells

  • Repairing or renewing doorbells, TV aerials and satellite dishes, unless fitted by TCCH or part of a shared system.

 Garden and Sheds

  • General upkeep including the cutting of grass/hedges and cutting back trees.

Tenant information;

If you have a tree overgrowing into your property from a neighbouring property, you are legally entitled to cut back the branches to the boundary of the property and dispose of the off cuts in the neighbouring garden

  • Keeping the garden clean and empty of rubbish.
  • Maintaining and repairing garden sheds, greenhouses or timber out houses unless provided by TCCH.
  • Repairing and replacing boundary fencing unless originally provided by TCCH.
  • Unblocking gullies


  • Before making any alterations to your home please contact TCCH.


  • Ensure your home is well ventilated
  • Use your kitchen and bathroom extractor fans
  • Wash down any black mould

 Pest Control

  • Arranging for the treatment of Pests (Rats, mice, fleas, cockroaches, wasps, bees, birds, squirrels etc) – You can contact Rentokil who work in partnership with BGCBC on 01454 771515.

Tenant Recharges

Examples of recharges – For further information please see our Rechargeable Repairs Procedure

  • If you delay in reporting a repair and the delay has caused additional damage.
  • If you call out the emergency repairs service for a non-emergency repair.
  • If you miss a repair appointment twice.
  • If you knowingly incorrectly describe the nature of a repair.
  • Any repairs carried out which are deemed as tenant responsibility.
  • Unblocking any drains that have been blocked through misuse.
  • Damage caused by neglect, negligence, misuse or criminal damage.
  • Deliberate damage.
  • If we have to remove any unauthorised alterations, including the making good of any damage caused.

Emergency Repairs

  • If there is a threat to your health and safety or a serious risk of damage to your home please call us on 0300 303 1717
  • If you smell gas immediate action to be taken
  • Call Gas Emergency Provider on 0800 111 999
  • Turn off meter/emergency control immediately
  • Extinguish all flames
  • Ventilate your home by opening doors and windows
  • Do not operate electrical switches or mobile phones
  • If fumes are suspected and you feel ill contact your GP.

Please note – we will attend to external drain blockages and internal WC blockages. However, if we find that the blockage has been caused by misuse or neglect by a tenant, or a member of their household or visitor to their home, we will have no option but to recharge the full cost of any works we carry out.

It is important that you informing us of any building extensions, alterations or electrical adaptations that you intend to carry out. This is to protect you and we can advise you on how to ensure work is done to the correct standard.