Repairs for renting customers

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 (or the local authority or managing agents) are 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.

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.

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.

Nobody should have to live in a home that’s unsafe or unhealthy.

If you notice any emergency hazards including damp patches, excessive condensation or water entering your home, please call us straightaway on 0300 323 0011.

We’ll work with you to understand the hazard and how it may affect you. We may do this over the phone or by visiting your home. We’ll consider the seriousness of the hazard, the level of risk, and your personal circumstances so we can agree the most appropriate response.

We’ll assess the issue promptly, investigate the cause and carry out any necessary repairs. You’ll be kept updated and we’ll check the issue has been resolved.

If repairs are needed to your home that are not our responsibility, or if damage has been caused by you, a member of your household, or a visitor, you may be asked to pay for the cost of these repairs. Any charges will be applied in line with our Recharge Policy, which forms part of your tenancy agreement. 

Yes. If you need to rearrange an appointment, please let us know as soon as possible and we’ll work with you to find another suitable time. 

An adult will need to be present during your appointment. If nobody is available, we’ll need to rearrange your appointment.

You can track repairs through myMoat, where you’ll be able to view updates, appointment information and progress.

We need to ensure the safety of your property, so we only allow you to make certain types of improvements. And you must always seek permission from us and any relevant regulatory authorities before starting any work. It’s particularly important you don’t do anything that means extra costs for us or your neighbours. 

Please contact us if you’re unhappy with the quality of work or service you’ve received and we’ll investigate and agree next steps with you. We’ll listen, learn and do our best to put things right.