Repairs Responsibilities Tables

The following tables set out the responsibilities of you and us for repairs and give the likely priority codes. Some repairs will have more than one priority code. If so, our staff will decide the priority based on the urgency of the repair. For example, an external door may need adjustment and this will be treated as a priority C. But if the door was insecure, the repair would be given a priority A.

Click here to view our Repairs Service Standard and Voids Service Standard

Your repair responsibilities are highlighted on the following tables:

Emergency Plus: Same Day response

Priority A: 24 hours

Priority B: 7 calendar days

Priority C: 31 calendar days

Priority D: Non-urgent work of a special nature, timescale will be set by the type of work.

REPAIRS TO THE INSIDE OF YOUR HOME

Item	Responsibility	Priority		Contact	Notes
Basin	Landlord	C,D		Repairs
Baths	Landlord	C,D		Repairs
Blockages	-	-		-	See “Drains” or “Waste Pipes”
Bulbs	-	-		-	See “Light Bulbs”
Chimney Flues	Landlord	-		Heating	Chimneys will be swept as part of the annual heating servicing
Cooker Point	Landlord	A,B,C		Repairs	We will provide either a gas or electric point for a cooker, but not necessarily both. It is your responsibility to arrange for your appliance to be connected to this supply
Coving	Tenant	-		-	-
Cupboards (fitted)	Landlord	C,D		Repairs	Only if fitted by us
Dado Rail	Tenant	-		-	-
Decorating (internal)	Tenant	-		-	Property Services operate a decorating scheme for tenants over 70 years of age or disabled.
Disabled adaptations, i.e., ramps, handrails etc	Landlord	A,B,C		Repairs	Only if fitted by us
Doors locks and fittings (internal)	Tenant	-		-	For external doors see “External repairs”
Doors (internal)	Landlord	C,D		Repairs	You will be responsible for adjusting doors following the fitting of carpets
Drain blockages	Landlord	A,B		Repairs	Rechargeable if blockage has been caused by misuse.
Electric heating	Landlord	A,B,C		Heating	Only if fitted by us. Priority allocated will depend on time of year.
Electric meters	Tenant	-		-	You will be responsible for arranging the supply of electricity and reporting faults with meters to their supplier
Electric faults	Landlord	A,B,C		Repairs	You will be recharged if the fault is due to an appliance or misuse.
Electric fittings and Wiring	Landlord	A,B,C,D	Repairs		Only if fitted by us (wiring renewals can lead to disturbance of decorations).
Electrical fuses	-	-	-		See “Fuses”
Extractor fan filter replacement/cleaning	Tenant	-	-
Extractor fans	Landlord	B,C	Repairs		Only if fitted by us
Fire alarms and blankets	Landlord	B	Repairs		Only if fitted by us
Fire baskets, grates and surround	Tenant	-	-		Unless used as the main source of heating
Floor tiles	Landlord	C	Repairs		Only in kitchen and bathroom and if previously fitted by us in these areas.
Floorboards	Landlord	A.C	Repairs		It is our responsibility to repair the floorboards to a serviceable condition but not to a decorative condition.
Fuse (at main switch/consumer unit)	Tenant	-	-
Fuse to appliance outlets and plugs	Tenant	-	-
Gas heating	Landlord	A,C	Heating		Priority allocated will depend on time of year
Gas leaks (property side of meter)	Landlord	A	Heating		Call the National Grid for all gas leaks on 0800 111999
Gas meters	Tenant	-	-		You are responsible for arranging the supply of gas and reporting any faults with meters to their supplier
Gas water heaters	Landlord	A,C	Heating		Will only be given a priority A if it is the only source of hot water
Glass	Landlord	A,C	Repairs		This will be a rechargeable repair unless you are able to give us a crime number which we will verify with the police.
Handrails	Landlord	A,C	Repairs
Heating	-	-	-		See “Gas heating” or "Electrical heating” (above)
Hooks	Tenant	-	-
Hot water cylinder	Landlord	A,C	Heating
Immersion heater	Landlord	A,B	Heating		Will only be given a priority A if it is the only source of hot water
Insulation to loft	Tenant	-	-		From time to time there are grants or assistance schemes available. Contact Property Services for further details.
Insulation to pipes	Tenant	-	-
Kitchen cupboards	Landlord	C,D	Repairs
Kitchen sink tops	Landlord	C,D	Repairs		For leaks see “Water leaks”
Leaks	-	-	-		For leaks see “Water leaks”
Light bulbs /fluorescent tubes and starters	Tenant	-	-
Light fittings	Landlord	B,C	Repairs		Only if fitted by us
Light pull cords	Tenant	-	-
Loft insulation	-	-	-		See “Insulation”
Oil-fired heating	Landlord	A,C,D	Heating		Priority allocated will depend on time of year
Overflows – from loft	Landlord	B,C	Repairs
Painting (internal)	Tenant	-	-		See “Decorating”
Pest Control, such as ants, wasps	Tenant	-	-		The Council’s Environmental Health Department may be able to help but may charge for the work
Plaster	Landlord	C,D	Repairs		Unless minor decorative type repairs. You are responsible for stripping any wallpaper prior to the inspection/plaster repair and moving any furniture/household items from the area.
Plugs and chains to sinks, basins and baths	Tenant	-	-
Porch (internal)	Landlord	B,C,D	Repairs		Only if built by us
Radiators	Landlord	A,B,C	Heating		Bleeding of radiators is your responsibility
Roof insulation	-	-	-		See “insulation”
Showers	Landlord	C	Repairs		Only if fitted by North Hertfordshire Homes
Sink	-	-	-		For kitchen sink see – “Kitchen units” and for bathrooms see “Basin”
Skirting	Landlord	C,D	Repairs		Only if fitted by us
Solid-fuel boilers	Landlord	A.C,D	Heating		Priority allocated will depend on time of year
Stairs	Landlord	A,C	Repairs
Tap washers/re-seating	Landlord	A,C	Repairs		Will only be treated as a priority A if the tap cannot be turned and is running full on
Tap renewal	Landlord	C	Repairs		We reserve the right to replace with standard taps
Toilet	Landlord	A,C	Repairs		Will only be treated as priority A if it is the only toilet in the property
Toilet overflow	-	-	-		See “Overflows”
Toilet Seat	Tenant	-	-		Unless communal system. See “Communal areas”
TV aerial sockets	Tenant	-	Repairs		Unless it is an integral part of the building, meaning plastered into the wall. If mounted on the surface of the wall, it is your responsibility.
Walls tiles	Landlord	C,D	Repairs		3 rows to kitchen, 2 rows to bathroom. Where complete replacement tiles are fitted, 3 rows will be fitted to a bathroom
Wash basins	Landlord	C,D	Repairs
Waste pipe repairs	Landlord	A,B	Repairs
Waste pipe/trap blockages	Tenant	A	Repairs		Unless the tenant has tried and cannot unblock it. You may be charged for blockages that are caused through misuse.
Water leaks	Landlord	A,B	Repairs
Water stop cocks/valves	Landlord	A,B,C	Repairs
Water storage tank	Landlord	C	-		Also see “Overflows”
Window – glass	-	-	Repairs		See “Glass”
Window fastenings	Landlord	A,C	-
Windows – additional locks	Tenant	-

REPAIRS TO THE OUTSIDE OF YOUR HOME

Item	Responsibility	Priority	Contact	Notes
Brickwork to free standing external walls	Landlord	D	Repairs	Only if erected by us. We also reserve the right to replace wall with another kind of boundary division.
Brickwork to structure	Landlord	D	Repairs
Chimney flues – (for sweeping see internal)				We reserve the right to provide alternative heating if we consider repairs to a chimney flue to be uneconomical
Chimney pots	Landlord	C,D	Repairs
Chimney stacks	-	-	-	See “Chimney flues”
Coal bunkers	Tenant	-	-
Decorations (external)	Landlord	-	Property Division	Carried out on a Property Service programme
Door locks (external)	Landlord	A,C	Repairs	Only through normal wear and tear. Lock changes due to lost keys will be rechargeable
Door numbers	Landlord	C	Repairs	Only if fitted by us
Doors (external)	Landlord	A,C,D	Repairs	Only insecure doors will be treated as priority A. Replacement doors will be given a priority D
Drain blockages/below ground (for internal blockages see “Waste pipes”)	Landlord	A,B	Repairs	Rechargeable if blockage has been caused by misuse. If the property was built before 1939 the local water authority may be responsible
Drain gully/blocked grids	Tenant	-	-	We will replace gully grids
Drain gully renewal	Landlord	C	Repairs
Drainage (below ground repairs)	Landlord	C,D	Repairs	You may be charged if the blockage is due to misuse. Any sewer constructed before 1 October 1937 will be the responsibility of the local water authority
Drainage inspection chamber	Landlord	C,D	Repairs
Driveways	Tenant	-	-
Fascia boards/soffits	Landlord	C,D	Repairs
Fences and gates (front)	Landlord	C,D	Repairs	We may repair front fencing for vulnerable people at our discretion
Fences and gates (rear)	Landlord	C,D	Repairs	Rear fencing will always be given priority. We reserve the right to decide on the most appropriate type of boundary division to be used in terms of economy and suitability
Garage forecourts (garage blocks only)	Landlord	C,D	Repairs
Garages (not erected by us)	Tenant	-	-	At change of tenancy, the new tenant will take on responsibility for the future maintenance. We also reserve the right to remove the garage at any time
Gardens including hedges	Tenant	-	-
Glass	Landlord	A,C	Repairs	This will be a rechargeable repair unless we are given a crime number. It may be necessary to temporarily board up if we are unable to re-glaze on the first visit
Guttering blockages or leaks	Landlord	C	Repairs
Guttering renewals	Landlord	C,D	Repairs
Handrails	Landlord	C	Repairs	If originally fitted by us
Insecure premises	Landlord	A	Repairs	We will board up or secure. Any repair work will be carried out in line with the times prescribed. You will be charged for lost keys and broken glass. Also see “Glass” and “Door Locks”
Lean-to extensions	-	-	-	See “Veranda”
Lighting external to individual properties	Tenant	-	-	Unless originally fitted by us
Lighting low rise external estate lighting	Landlord	C	Repairs	If originally fitted by us
Locks	-	-	-	See “Door locks”
Outbuildings	Tenant	-	-	Unless part of the original property or erected by us.
Paths giving access to front/rear door	Landlord	C,D	Repairs
Path to garden or other concrete or paved areas.	Landlord	C,D	Repairs	Only if previously laid by NHH. Patios are the tenant's responsibility to maintain.
Pest control, such as ants & wasps	Tenant	-	-	You may be able to get help from the Council’s Environmental Health Department
Porch (integral)	Landlord	C,D	Repairs	Only if built by us
Roof repairs	Landlord	B,C,D	Repairs
Rotary dryer/clothes posts	Tenant	-	-	Unless communal – see “Communal areas”
Sheds	Tenant	-	-	Unless erected by us
T.V. aerials	Tenant	-	-	Unless communal – see “Communal areas”
Underground water main bursts	-	-	-	See “Water leaks”
Veranda and lean-to extensions	Tenant	-	-	At change of tenancy the new tenant will take on responsibility for the future maintenance. We also reserve the right to remove any structure at any time
Washing lines	-	-	-	See “Rotary line” above
Water leaks	Landlord	A,B	Repairs	Underground bursts may be dealt with as a priority C depending on the severity of the problem
WCs (external)	Landlord	C	Repairs
Window – glass	-	-	-	See “Glass”
Window frames	Landlord	D	Repairs	If a security risk, please see “Insecure premises”