Repairs (renters)

Our priority is to keep your home safe, secure and in good condition.

We are responsible for many of the repairs to rented homes and communal areas. You will be responsible for some low-level maintenance of your home.

As well as our repairs service, we also work with Cleanscapes to clean your communal areas and with idverde to carry out ground’s maintenance to gardens, paths, and car parks.

Understanding your rented repairs service
Non-emergency repairs to homes and communal areas that we will fix:
- Gas, electrical heating and hot
- Water systems repairs
- Repairs to doors, window frames and fittings (where not a health and safety issue)
- Containable leaks
- Drains, gutters, outside pipes
- Roof repairs; cracked/broken tiles
- Repairs to walls, floors and ceilings
- Repairs to taps, valves and pipes and toilet facilities (where there are two toilets in the home).
In communal areas we’re responsible for items such as:
- Doors and door entry systems
- Bin stores
- Parking areas and paved areas
- Boundary walls and fencing
- Lighting
- Halls, stairways, lifts and other communal areas.
Although we conduct regular inspections of internal and external communal areas, we still rely on you to let us know if you spot any issues. Please let us know as soon as a repair is needed.
Your responsibilities
Here are some examples of repairs and general maintenance of your home that you are responsible for. Please check your tenancy agreement to see the full list of things you are responsible for.
- Keeping your home clean and in good condition
- Keeping your garden tidy
- Carrying out minor running repairs e.g., unblocking sinks and baths, replacing light bulbs, replacing fuses
- The replacement of minor items e.g., broken toilet seats
- Taking out content’s insurance for your home possessions
- Giving us access to your home to carry out repairs or any other essential work
- Repairs to your own belongings
- Anything damaged by you, other occupants, or guests.
- Replacement keys.
Emergency repairs
Our aim is to attend emergency repairs within 24 hours. In some instances, the contractor will carry out works to make the situation safe and a further visit will be required to carry out a full repair.

If your repair is an emergency, please call our Customer Service Centre on 0300 323 0011.

Emergency repairs include:
- No electricity in your home (that’s not a power cut)
- No water anywhere in your home (that is not an issue with a water company)
- Major flooding, gas leak
- Loss of heating from 1 October to 31 March
- Premises unable to be secured and there is no alternative entrance
- Sole or only accessible toilet not flushing or leaking sewage inside the property
- Lift failure
- External doors or windows not closing or locking
- Failure of fire alarm system
- A structural issue that could collapse or cause damage to the building
- Mobility equipment not working i.e. lifts, hoists, baths, warden alarm/call system
- Blockage causing raw sewage to enter the home
- Electrical repairs where there is a danger of fire or injury
- Dangerous structures.
Emergency repairs of our communal areas include:
- No electricity to the whole block (that’s not a power cut)
- No water to the whole block (that is not an issue with a water company)
- Damaged doors or windows (to ensure security and fire safety)
- Damaged lighting (internal and external car park lighting)
- Damaged floor coverings, stairs and bannisters (to ensure safety)
- Repairs to blocked gutters, downpipes or drains where water or sewage is leaking inside a communal area
- Roof leaks which are uncontainable
- Lift failure.

Reporting repairs

We offer a range of way for customers to report repairs.

The quickest way to report a routine repair is via MyMoat. You can log into or sign up for MyMoat using the link below. You can also report a routine repair by emailing or calling our Customer Service Centre on the details below.

Repairs appointments

Repairs appointments are available Monday to Friday from 8am to 5pm. To make life easier, you can book morning (8am - 12pm) or afternoon (1pm - 5pm) appointment slots.

Once your repair has been completed you will receive a text message asking for feedback. The responses are monitored daily and if you give a low score, we will be in contact to discuss why you are unhappy with your repair.

Gas safety inspections

It is very important for the health and safety of you and your family that your gas appliances are checked regularly. We have a legal requirement to carry out a gas safety inspection in your home each year and employ a registered gas contractor to check and service your gas appliances every 12 months. As part of your tenancy agreement with us, you must let them into your home to carry out the inspection. The checks will take no longer than an hour and will ensure that all your appliances are safe to use. You can check when your gas inspections are due by logging into your MyMoat account.

If you have gas heating, we will have provided you with a carbon monoxide detector. Carbon monoxide may be present if the gas flame burns orange or yellow instead of the normal blue. If this occurs, you should switch off your appliance immediately and contact us on 0300 323 0011.

Asbestos

Asbestos is a naturally occurring mineral that has been used in many building materials. The vast majority of materials pose only a very low risk and asbestos will only pose a risk if the higher risk materials are damaged or deteriorating. All newly tenanted properties are routinely inspected for the presence of asbestos containing materials as part of our commitment for better and safer homes. Any asbestos that is identified as posing a risk is removed before the property is handed to new customers. Any remaining asbestos containing materials are very low risk and perfectly safe to remain in a property if managed correctly. These materials include floor tiles, textured coating (artex), asbestos cement sheets/water tanks, toilet cisterns and sink pads. You should avoid cutting, drilling, sanding or using abrasive tools on any of these items. If you have any concerns regarding asbestos, please contact the Asset Management Team on 0300 323 0011.

Planned works

Planned works are typically carried out to certain rooms or aspects of your home at pre-determined intervals. These works are usually carried out as follows:

Kitchens: every 20 years
Bathrooms: every 30 years
Windows: every 30 years
Doors: every 20 years

Our Clerks of Works carry out regular home improvement surveys to determine whether these works need to be carried out at different intervals. Electrical re-wiring and fuse board upgrades are completed based on recommendations from regular inspections which occur every five years. You can see when works are due by logging into your MyMoat account.

Damp and mould

No one wants to live in a damp home. If you have damp and/or condensation in your home, this can cause mould on walls and furniture and make timber window frames rot. Damp and condensation can affect both new and old homes and if not dealt with effectively can lead to deterioration in the homes condition and may present an increased risk to health. Take a look at this guide from our repairs partner, Morgan Sindall Property Services, for some helpful tips on managing condensation.

If you are experiencing damp, mould or condensation within your home, please contact us on MyMoat via the report a repair option or call us on 0300 323 0011 and we will arrange for a qualified surveyor to attend and carry out a detailed inspection of your home to determine the cause and recommend the measures that are required to alleviate the issue and improve the living environment. If you live in a new build home, please remember that some dampness can be due to the building drying out. This will be monitored throughout the defects period and further action taken if necessary.