If the repair is your responsibility, you will need to pay for it yourself.

You may also have to pay if we're called out and we discover you're responsible.

This might be the case if:

  • You've lost your keys/fobs
  • Your washing machine has flooded a neighbour's home
  • You've broken a window
  • Your sink or toilet is blocked by things like cooking fat or disposable nappies
  • Your electric supply is tripping because of faulty appliances
  • You've damaged something when doing work to your home.


It is your responsibility to replace your keys if you have lost them or arrange for a locksmith if you have locked yourself out of your property.

Replacement fob keys are available from the local office. The price for replacement key fobs are £15.00.

Damage caused by you

You must repair any damage caused. We'll charge you for any repairs we have to carry out. If you've caused damage to your home - and don't fix it - we'll arrange the work and charge you.

What about damage from normal use?

Our repairs service deals with 'wear and tear'. These are necessary repairs due to use and age and do not cost you anything.

Misusing the repairs service

We may charge you. For example, if you request an emergency visit when the repair isn't an emergency or if it's your responsibility.

Criminal damage

We will normally pay for the repair if you've been a victim of criminal damage. Make sure you report it to the police and get a crime reference number. You may be held responsible for the cost of the repair if this isn't supplied.

Report a repair

The quickest way to report a repair is with your online account.