CORONAVIRUS: Our offices are closed until further notice and we’re only carrying out a limited repairs service for now. Our phone lines remain open. For latest news, see our Coronavirus webpage

Lady changing a lightbulb

Responsibility for repairs

Although we repair many items in our rented homes, we do not do everything. If you are a tenant find out what you are responsible for.

Who does what

Kitchens, bathrooms and toilets
  • Kitchens, bathrooms and toilets
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    Our responsibility

    • Loose or damaged kitchen worktop
    • Loose kitchen sink unit, kitchen cupboards or drawers
    • Loose, cracked or broken bathroom sink or shower basin
    • Leaking tap
    • Tap not turning off
    • Water leaking between bath and wall
    • Electric shower not working
    • Faulty toilet cistern, including flush handle

    Your responsibility

    • Blocked basin or sink/shower/bath waste
    • Broken plug and/or chain, including missing ones
    • Shower heads and hoses
    • Appliances
    • Replacing toilet seats
Doors and windows
  • Doors and windows
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    Our responsibility

    • Stiff or sticking door
    • Water leaking between door and frame
    • Faulty door or window handle
    • Faulty door lock mechanism
    • Loose or dropped window
    • Window broken by vandalism (you must have a crime reference number)

    Your responsibility

    • Replacing keys or locks, including if you cannot get in your home because you have lost your keys
    • Adjusting doors to allow for new floor coverings
    • Door bells
    • Window glass broken by accident
Damp, mould and condensation
  • Damp, mould and condensation
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    Your responsibility

    Most issues are caused by the way people live – for example, cooking without using an extractor fan or not opening windows. For more information and advice see: Preventing condensation

    You are responsible for damp and mould treatment. If you keep on having problems, we may visit your home to take a look.

Electrics and lighting
  • Electrics and lighting
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    Our responsibility

    • Mains-powered smoke detector or battery back-up detectors
    • Loose electric socket
    • Fuse box or consumer unit faults
    • LED fittings in kitchens and bathrooms - if the LED bulb is an integral part of an enclosed light fitting Cottsway is responsible for its replacement. Please do not replace LED bulbs in sealed units yourself.
    • Replacing lightbulbs, starters and motors in communal areas

    Your responsibility

    • Replacing lightbulbs, starters and motors (except in communal areas). If these fail, switch off the power, disconnect the bulb/fitting and replace with the same type of bulb/fitting.  
    • Appliances within the home

    For street lighting see 'Outside your home.'

Heating, water and drainage
  • Heating, water and drainage
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    Heating and hot water

    Our responsibility

    • Storage heater not working
    • Gas fire not working (if we cannot fix it and you have alternative heating we will remove the fire)
    • Radiator not heating up
    • Boiler faults
    • No hot water

    Water system

    Our responsibility

    • Leaking pipe
    • Water tank leak or other fault

    Drainage

    Our responsibility

    • Manhole cover loose or broken

    Your responsibility

    • Blocked gully or toilet waste, except where pipework is faulty
    • Blocked wastes up to your utility provider's boundary
Floors, walls and ceilings
  • Floors, walls and ceilings
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    Our responsibility

    • Loose skirting boards
    • Loose floorboards
    • Loose wall tiles
    • Large repairs to plaster on walls and/or ceilings
    • Loose handrail on stairs
    • Loose stair or tread

    Your responsibility

    • Decorating, including after any repairs you or we carry out
    • Small or hairline cracks in plaster on walls and/or ceilings
Outside your home
  • Outside your home
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    Roofs and guttering

    Our responsibility

    • Broken or loose chimney stack
    • Loose or missing roof tiles
    • Blocked gutter
    • Loose plastic downpipe

    Your responsibility

    • TV aerials and satellite dishes, except communal services

    Gardens and trees 

    Our responsibility

    • Gate not opening or closing properly
    • Loose or broken step
    • Broken concrete path
    • Communal gardens

    Your responsibility

    • Garden maintenance including trees

    Communal areas

    Our responsibility

    • Faulty phone entry system
    • Damaged paths
    • Communal lighting faults
    • Communal bin store maintenance
    • Communal garden maintenance

    Garages

    Our responsibility

    • Loose or faulty garage door
    • Roof leaks

    Your responsibility

    • Replacing keys or locks

    Bins and recycling

    Our responsibility

    • Communal bin areas

    Council responsibility

    • Providing and emptying your bins (the name of the council responsible is usually on your bin).

    Roads, pavements and street lighting

    Our responsibility

    • Lighting and maintenance of Cottsway owned land eg our parking areas

    Council responsibility

    • Street lighting
    • Public roads
    • Public pavements and footpaths

    You can report a highways issue such as potholes and broken street lights direct to your local council via:

Pests

If you are a shared owner or leaseholder, find out about your repair responsibilities:

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