Who’s responsible?

Emergency repairs are problems that immediately put your safety, security or health at risk. In these circumstances we will visit you within 24 hours to ensure you and your home are safe. To report an emergency repair, call 0800 917 6077. Please do not report emergency repairs using our online form or email address. If you make an emergency repair request and you are not at home when we call to address the problem, then the cost of the call out will be charged to you.

Examples of an emergency repair include:

  • serious water leaks
  • electrical faults and failures
  • major structural damage
  • no heating in winter*
  • no hot water in winter*.

* Winter repairs are those reported between 1 November – 31 March. Emergency heating and hot water repairs (reported between 1 April – 31 October) are dealt with within 3 working days.

Please note: if you have a secondary source of hot water such as an emersion heater or electric shower, we will attend within 3 working days.

For all other repairs, please refer to the table below to see who is responsible for many common types of repair. We will always provide you with the next available appointment for non-emergency repairs.


Responsibility You Thrive Homes Priority Additional Information
Communal decorating X Carried out as part of our improvement programme. For more information click here
Roofing and gutters X
Communal lighting X Emergency Only classed as emergency when all lights are affected.
Communal doors X
Replacement communal keys X We can order you a replacement communal key but you will have to cover the cost of it
Internal decoration X
Garden maintenance X If you have a shared communal garden – your grounds maintenance service charge pays for this service
Consumables e.g. lightbulbs X
Careless or wilful damage X
Connecting appliances e.g. washing machine X
Breakdown of appliances e.g. cooker, washing machine X
Gas service X We carry out your gas service every year. This is the law. We will let you know in advance when your appointment is due.
External drainage X If your drainage issue is due to sewage, contact your water provider.
Windows (handles and hinges) X
Locked out of property X
External Doors (not door furniture) X
External Doors – Door Furniture X Including lost or broken keys, letter boxes and door bells. See also external door locking mechanism
External door locking mechanism X Insecure locking mechanism. We recharge for replacement keys (including communal systems)
Internal doors – door furniture X
Internal doors – frames & hinges X
Door furniture e.g. letterbox, bell, spy hole X
Wiring X Priority will depend on issue. Please contact us on 0800 917 6077 for more information.
Plumbing X Priority will depend on issue. Please contact us on 0800 917 6077 for more information as exclusions apply eg: toilet blockages, drains.
Heating (including radiators) X
Pest control (unless communal) X  If not communal, contact your Local Authority.
Gates and fences X Note: We do maintain some boundary fences next to a public highway.
TV aerial, broadband and/or ISDN connection. X However if the fault is communal, please contact us.
Broken windows (glass) X
Sheds (wooden) X
Sheds (concrete/brick) X If the fault is with the lock this is your responsibility
Plastering X


Missed appointment – we will recharge you if you do not let us in to carry out the repair or annual gas service at the agreed appointment time. If you know you are unable to keep the appointment you must let us know in advance.

False appointment – if you book a repair for work which proves to be your responsibility, you will be charged for the call out and/or any subsequent works.