Repairs and Maintenance

Rent payments contribute towards the cost of repairs and maintenance, the tenancy agreement outlines what items Kings Barton Housing Association (KBHA) undertakes to look after and maintain.

Please see belowor further information on what is KBHA and tenant responsibility.

KBHA will conduct annual servicing of gas boilers, six monthly service of smoke alarms and fire alarms.

It is vital that when requested, residents allow our contractors access to their property to carry out any of the above works as we have a legal duty to conduct these checks. Failure to allow access is a breach of their tenancy terms and conditions and could lead to legal action being taken.

Residents must take all reasonable precautions to prevent damage to the property from fire, frost, burst pipes or blocked drains. KBHA expect residents to report faults promptly and to allow our contractors access, so that repairs can be completed within the timescales listed. Repairs can be reported by emailing This email address is being protected from spambots. You need JavaScript enabled to view it. In case of an out of hours emergency, a voicemail can be left on the office phone which is checked out of hours, or a list of our contractors is available in communal areas.

Timescales for repairs are as follows:

We have a planned maintenance programme of internal and external modernisation of kitchens, bathrooms, installation of central heating, replacement of electric wiring, replacement of roofs, doors, and windows. *If there are certain repairs that can reasonably be held over, to reduce costs these will be earmarked for planned maintenance.

Timescales commence from the time the repair is sent to the contractor, if repairs are reported out of hours or on a non-working day (e.g., weekends, bank holidays or Christmas break), this may be during the next office opening hours.
Please help us meet these targets by allowing access to your property, answering calls from numbers you may not recognise and listening to voicemails as our contractors maybe trying to reach you to book in an appointment.
In case of emergency, for instance a flood affecting a neighbour’s property or gas leak, we may require urgent access to your property even if you are not available, please see tenancy agreement for details.

Repairs Appointments

Where there is a risk to colleagues or contractors, repairs maybe declined, delayed, or conditions may be imposed before work can be completed.

Where a customer is unable to attend the appointment, they should contact the office before 12.30 on the previous working day to rearrange or cancel if no longer required, giving a minimum of 24 hours’ notice. Failure to do so may result in a charge being incurred.

Where an appointment is arranged the customer must be at the property and ready to receive visitors by the earliest time the appointment is due. This is to enable efficient use of colleague and contractor time.

Customers and their guests are not permitted to smoke in their home whilst KBHA colleagues or their contractors are visiting the property. Any dogs in the home should be put in a different room to where KBHA colleagues and their contractors will be visiting, and small pets should be kept secured in cages or tanks as appropriate for the duration of the visit.

Permissions

If you are considering making changes to your property, please see here for details of when you may need to apply for permission. If your query is not listed, please contact your Housing Officer.

All permission requests should be put into writing and should include details of the work, including a work specification where applicable.
Depending on the complexity of the request, KBHA colleagues or a surveyor may need to visit your home to consider the feasibility of your proposal.

If we grant permission, this will be put in writing and should be received prior to any work commencing. This will include specific conditions, such as:

• A named suitably qualified person completes the job.
• If this is a replacement of existing components etc, this must be completed to an equivalent or higher standard than is currently in place.
• The resident must self-fund the work, without affecting their ability to pay ongoing rent.
• They must not be in debt with KBHA.
• There must be no negative impact on the fire safety, other health and safety or security of them, their neighbours, or any properties within their block during installation or use.
• The customer is responsible for any ongoing service, maintenance, replacement, repairs, and associated costs.
• It must be compliant with all relevant legal and regulatory requirements.
• Before the end of tenancy, they must remove all items and repair /replace as required at the tenant’s cost, unless otherwise agreed by KBHA.
• If alterations are made without permission, the resident must return the property to its original condition, or charges maybe incurred.

KBHA are not liable for any loss or damage caused by or associated with any improvements or alterations carried out by customers with or without permission.

Adaptations

KBHA may be able to assist with minor improvements such as grab rails, however for major adaptations such as a walk-in shower then the resident should contact their doctor to request an Occupational Therapist assessment to determine their requirements. Customers may need to pay for the works to be completed or apply for grant funding. Before repairs, major works or improvements are completed tenants should make us aware of relevant disabilities, which may cause access issues or adaptation needs so works can be tailored according to need. If you are applying for adaptations, please let us know at the earliest opportunity as this may impact on current work programmes.

Damage

Tenants will be recharged for any damage or breakages caused to their property by themselves or visitors unless an exemption applies. Where damage relates to access being gained by the emergency services, the tenant is responsible for repairing any damage or replacement as applicable and any associated costs.
If damage has been caused to decoration or flooring by KBHA or their contractors for instance in accessing pipes, wires or resolving a repair issue, the damage will only be repaired in the affected area. We will not refloor the entire room, replace wallpaper or redecorate an entire room. Similarly, if tiles or kitchen units require replacement, we will only replace the affected item/area and this maybe in a different colour/finish. Customers may supply the appropriate paint in a colour to match the room, otherwise white paint will be used as standard.

Charges

In certain circumstances charges maybe incurred by tenants. These may include:

• Repeated, missed, or cancelled appointments, or where residents keep contractors waiting over 10 minutes to be let in.
• Where a repair is due to damage, misuse, vandalism, user error or failure to report in a timely manner by the tenant, their visitors, their pets, service animals or visiting animals, charges will be incurred. Please see pet policy for details.
• Where there is no repair need e.g., plug not pushed into a socket correctly or it is tenant responsibility.
• Where electrical visit requested but error due to non-KBHA appliance or gifted appliance.
• Where rubbish has not been disposed of correctly or fly tipping has occurred.
• Where an urgent call out has been completed at a higher cost and there was not an urgent need.
• Gas servicing is required on an annual basis, if we are not able to gain access with your consent, we may have to take legal action and force entry. You will be recharged any costs associated with this.
• If there is no credit on the meter at the time of the gas service
• Please see voids and lettings policy for other recharge repairs which may occur when you move out. For instance, cleaning, emptying property, and rubbish removal.
• For additional copies of keys/fobs to communal / suited locks.

Safeguarding concerns/Domestic Abuse

Domestic abuse is a criminal offence and KBHA have a role in identifying domestic abuse issues and supporting people affected. KBHA are also committed to safeguarding vulnerable adults. If you require improvements or additional security to reduce or remove the risk of harm whilst at home, please contacts us.

General Data Protection Regulations (GDPR)

Contractors will be given essential tenant data to be able to complete the repairs, and information on any health and safety issues, warnings or adjustments needed. All contractors will comply with data protection policies and GDPR.

Insurance

KBHA advise all tenants to purchase home contents insurance. KBHA are not responsible for insuring customers’ furniture, floor coverings and possessions. Customers may also be responsible for damage caused to another property, for example, caused by flooding from their property.

Pest Control

This is the responsibility of the customer, unless caused due to disrepair by KBHA or in a communal area. If the structure of the building is causing the outbreak of pests, this should be reported to KBHA as soon as possible.

For further details on the above or any other repairs issue, please contact the office at This email address is being protected from spambots. You need JavaScript enabled to view it. or by calling 0117 9611171 between 09:00 and 12:30 Monday to Friday.