You have the “right to repair” which means that if we fail twice to carry out emergency repairs (see schedule below) within our target timescales you may be entitled to compensation. You will receive at least £10 compensation plus £2 for each day that the repair is not done after the second period (up to a maximum of £50). This does not apply if you have missed the appointments or the contractor has called you to inform you that they will be unable to make the appointment.

You must have told us about the repair as soon as you become aware of it and it must not have been caused by you. You must also tell us if the repair was not completed on the first occasion and we will give you a second target response time.

Right to Repair Schedule

• Loss of electric power
• Unsafe power or lighting socket, or electrical fitting
• Loss of water supply
• Loss of gas supply
• Blocked flue to open fire or boiler
• Loss of central heating or water heating
• Blocked or leaking foul drain, soil stack, where there is no other working toilet in the dwelling-house toilet pan
• Toilet not flushing (where there is no other working toilet in the house)
• Blocked sink, bath or basin which you have been unable to unblock yourself
• Tap which cannot be turned
• Leaking from water or heating pipe, tank or cistern
• Leaking roof
• Insecure external window, door or lock. (Note: If you broke the window yourself, we will not repair it. If it was broken as a result of a crime, we cannot repair it without a crime number.)
• Loose or detached banister or handrail
• Rotten timber flooring or stair tread
• Door entry phone not working
• Mechanical extractor fan in internal kitchen or bathroom not working

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