If something goes wrong in your home and you need to report a repair we’ll do everything we can to get it fixed as quickly as possible. But there are some occasions when a repair isn’t our responsibility and we’ll need to ask you to cover the cost. This is known as a rechargeable repair.
Your tenancy sets out who is responsible for what when it comes to repairs. You can also read our repairs responsibilities page for more information.
Repairs that happen due to accidents or negligence
Any accidental damage or damage caused by negligence is your responsibility. Common examples of these kinds of rechargeable repairs are:
These types of repairs, and any other accidental or deliberate damage, are your responsibility to repair. Some types of accidental damage may be covered by your home insurance but you will need to check with your insurance company.
Crime
If you’ve been a victim of crime and criminal damage has been caused you must report it to the police straight away. They will give you a crime reference number, which you’ll need to give to us when you report the repair. If damage has been caused and you do not have a crime reference number then we may have to charge you. You might be able to claim for loss or damage caused as a direct result of theft or attempted theft (for example forced entry or exit) through your own insurance but you’ll need to check with your insurance company first.
Security
You’ll need to cover the cost of replacing smashed windows, entrance doors that have been damaged to forced entry, fixing padlocks or door locks and replacing or cutting new door keys. We’ll assess any instances of forced entry by emergency services on a case-by-case basis to determine who should pay for the repair.
If you lock yourself out of your house we will usually not charge for the cost of letting you back in to your home if it a one off incident. If you repeatedly lock yourself out then we will recharge the cost of sending staff out to let you back in to your home.
Flytipping or removals
We are increasingly seeing flytipping of items such as furniture or white goods. These items are being left in communal areas and make schemes look unsightly as well as being a fire risk. Where items are a risk to the health and safety of tenants or members of the public we will remove them but we will make every effort to trace them back to their owner. Where we can trace items back to a tenant, the cost of removal will be recharged to that that tenant.
If you have large items that you need removed you can book an uplift from the relevant Local Authority:
When you move out
When you move out your should leave your home in good condition. You might be charged for the removal of any belongings, furniture or refuse left behind. We will also charge for any damage to the property that needs to be repaired.
Find out more about what you’ll need to do if you are ending your tenancy
Home improvements and DIY
We understand that might want to make changes to your home but you will need our permission first. If you carry out work without our consent we can ask you to put the property back to the way it was at your own cost. If the work you have carried out has created a health and safety issue we may carry out any necessary repairs and recharge you.
Find out more about making improvements to your home
Exceptional circumstances
If there are exceptional circumstances that might affect your responsibility for the repair, or your ability to pay (for example damage caused by domestic abuse) then please let us know when you report the repair.
If you report a non-emergency repair that’s your responsibility then one of our customer service advisors will ask to take payment for the repair over the phone. If you can’t make the payment then the repair will be put on hold until you’re able to pay.
If you report an emergency repair that’s your responsibility and you or your property are at risk of danger then we’ll carry out the repair for you. Wherever possible we’ll advise you of the cost up front and you’ll need to pay for the work afterwards.
Unless it’s an emergency repair or you have paid for the work in advance we won’t carry out repairs that are your responsibility. When you report a repair we will advise you if it is rechargeable (or potentially rechargeable as we won’t always know until our contractor has attended) and the amount we will charge.
You can either pay us to do the repair or, if it is a minor repair, you can decide to do the work yourself. You can choose to arrange for a competent tradesperson to do it on your behalf.
All repair work you carry out must be completed to Langstane standards and comply with any legislation. For example, electrical and gas repairs have regulations that require work to be complete by a skilled and competent tradesperson and therefore you must not attempt these repairs yourself as you may put yourself and others in danger. If you are going to carry out any repairs to electrical or gas installations you must tell us what work you intend to do and who is doing the work and get our approval
You cannot arrange to have your door locks changed or new keys cut. All Langstane properties are fitted with suited locks that are protected and locksmith’s will not provide replacement keys unless they are ordered by Langstane. If you require new locks or keys please contact us and we will let you know what the replacement cost is.
If you refuse to pay for a rechargeable repair the cost will be added to your rent account as a debt and we may need to take legal action to recover it. This is a last resort and we will always work with you to try and find a solution, for instance agreeing to have the recharge paid in instalments that you can afford.
If you’re struggling to pay for a rechargeable repair please get in touch with us to discuss.
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