Your responsibilities explained
Who should fix it, when you rent your home from Hightown?
We spend a huge amount each year on day-to-day repairs. The cost of repairs to tenants’ homes comes out of the money we collect in rent, so we need to be sure we are making the best use of it. We want to ensure that we are spending your money in the right way, and that we are fair to everyone. We have carried out consultation with tenants and have now produced clear guidelines for our repairs staff and for you on where responsibilities lie, so that we can focus our spending where you want it.
In general, if you rent your home from us, things that are to do with the fabric of your building, or were a permanent part of it when you moved in are our responsibility. Keeping your heating system running and safe is also a priority.
Decorating the inside of your home is something you are responsible for. If you have had a new boiler or pipe work you may wish to box in the pipes to make it look neater. If you move the radiators to do decorating and they start to leak that is also down to you. In general, any damage is your responsibility. This includes damage to glass in windows, although if you are a victim of crime and can produce a crime number we will not usually charge you.
If your home suffers from damp due to condensation we will be happy to give you advice about how to avoid it happening in the future, but cleaning any mould off surfaces is down to you.
We do not keep spare keys to properties unless they are shared doors, so if you lose your keys, or you would like extra security you must arrange for a locksmith to change or give you additional locks.
Certain aspects of looking after your home are also your responsibility, such as getting rid of blockages that occur in sinks or toilets. Dealing with pests such as mice or wasps is also something that you should organise – the local council will usually offer a service.
If you have fitted a shower or had one assigned to you when you moved in the repairs will be your responsibility. All the appliances you brought with you are your responsibility and you should ensure they are fitted and repaired by a qualified person.
Sometimes we may carry out work for you that is your responsibility because it is an emergency (for example if you have damaged a radiator and water is pouring out). If this happens we will get it sorted out but will recharge you for the work.
Obviously, if you are physically unable to carry out repairs that are your responsibility because of age or disability we will try to help you where we can.
The full list of repairs that are your responsibility can be found within the table of repair timescales and responsibilities on this website. If you need advice call 01442 292301, and talk to a member of the Repairs Team.