CORONAVIRUS: Our offices remain closed and we’re not yet able to take any new routine repair requests. Staff are working remotely so apologies if you hear some family noise in the background when you call us. For the latest information, please 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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    Please move any special plants, plant pots, garden furniture etc that may be in the way before we start work outside your home.

    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
    • Fence repairs and replacements
    • 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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