L&Q's repairs offer

What we provide

We provide a kitchen with:

• cupboards and drawers
• a worktop
• a sink with hot and cold water
• floor coverings
• ventilation
• electrical sockets
• plumbing for a washing machine

What you are responsible for

You are responsible for:

• keeping your kitchen clean and in good condition
• clearing blockages in the sink waste pipe
• replacing sink plugs and chains
• tightening or reattaching loose hinges, drawer fronts, runners, shelves and backs where needed
• fixing or replacing cupboard and drawer handles
• connecting and repairing your own appliances, including appliances gifted to you when you moved in

What we will repair

We will repair:

• water leaks
• trip hazards in kitchen flooring we provided
• kitchen sinks and taps
• splashback tiles and seals
• kitchen unit doors and frames
• extractor fans and pull cords
• electrical sockets and isolator switches
• the cold water supply, mini stop valve and trap for your washing machine

What we provide

We provide:

• a toilet
• a wash hand basin
• either a bath or shower
• floor coverings
• ventilation
• hot and cold water

What you are responsible for

You are responsible for:

• keeping your bathroom and toilet clean and in good condition
• containing leaks where possible to help prevent water damage
• replacing basin and bath plugs and chains
• tightening loose bath panels
• looking after or replacing medicine cabinets
• replacing shaver light starter motors and bulbs
• clearing blockages in sinks, toilets, baths and showers
• repairing or replacing toilet seats, lids and hinges
• maintaining or replacing accessories like mirrors, bath rails, shower curtains, toilet roll holders and towel rails
• maintaining or replacing toilet and bathroom door bolts

What we will repair

We will repair:

• water leaks
• basin and bath taps
• splashback tiles and seals
• showers we have installed, including shower rods
• trip hazards in bathroom flooring we provided
• toilet flushing mechanisms
• shaver sockets and light fittings
• extractor fans and pull cords
• pop-up sink or bath plugs

What we provide

When you move in, your rooms, hallways, stairs and landings will be clean, clear and free from hazards.

What you are responsible for

You are responsible for:

• keeping rooms clean and in good condition
• redecorating your home, including painting and wallpapering
• redecorating after condensation
• repairing hairline cracks in walls and ceilings
• providing and maintaining your own flooring, like carpets
• maintaining your own appliances and fittings
• providing a crime reference number when reporting damage caused by vandalism, like a smashed window
• curtain rails and their fixings
• keeping the doors we provide in place and reporting damage to us, including when a door does not close fully

You can temporarily remove a door to lay flooring, but you must put it back afterwards.

What we will repair

We will repair:

• large cracks and severely crumbling surfaces
• penetrating and rising damp
• problems with your home that are causing damp or mould, in line with our damp and mould policy
• structural problems, including collapsing and falling ceilings or other building elements
• handrails and bannisters for stairs
• damaged doors, including doors that do not close properly

We will also give you advice about reducing condensation and preventing mould. Where appropriate, we will clean and treat areas affected by mould.

What we provide

We provide working light fittings and plug sockets.

Your kitchen or bathroom may also have an extractor fan if windows alone do not provide enough ventilation.

Before you move in, we check the electrical installations in your home to make sure they are safe.

What you are responsible for

You are responsible for:

• replacing light bulbs and starter motors
• TV aerials, unless they are shared
• battery-operated doorbells
• testing the smoke and carbon monoxide alarms we provide
• telling us if an alarm is missing or does not work
• your own electrical appliances, like fridges, cookers and washing machines
• checking that your appliances are not causing electrical problems
• reporting problems with electricity, gas or water meters to your supplier
• arranging for a qualified person to connect and repair your appliances
• replacing batteries and fuses
• letting us into your home when we need to carry out electrical safety checks

What we will repair

We will repair:

• faulty plug sockets
• faulty light fittings and switches
• extractor fans and pull cords
• hard-wired doorbells
• hard-wired smoke and carbon monoxide alarms
• electrical hazards, like exposed or sparking wires
• light bulbs in sealed bathroom lights

We are responsible for making sure there is a working smoke alarm on each level of your home.

We also provide a working carbon monoxide alarm in any room with a fixed fuel-burning appliance, like a gas boiler. This does not include gas cookers.

You are responsible for replacing batteries in alarms where needed.

What we provide

We provide a heating system that has been checked to make sure it is safe and provides enough heat.

If your home has a gas boiler, we will carry out a gas safety check before you move in.

What you are responsible for

You are responsible for:

• bleeding radiators
• letting us into your home so we can carry out an annual gas safety check if you have a gas supply
• painting radiators

What we will repair

We will repair:

• your heating system if it breaks down
• radiators and storage heaters
• water leaks from your heating system

What we provide

We provide a hot and cold water supply to your kitchen and bathroom.

When you move in, pipes and drains should be free from leaks and blockages.

What you are responsible for

You are responsible for:

• containing leaks where possible to help prevent water damage
• contacting your water company if there is a problem with your water supply
• clearing blockages in drains and waste pipes
• reporting problems with outside drains to us

What we will repair

We will repair:

• leaking pipes
• pumps that supply water to your home
• water storage tanks and cylinders
• blockages in shared drains in flats and maisonettes
• cracked or collapsed drains where the water or sewage company is not responsible

What we provide

Before you move in, we make sure your home is secure.

We change the entrance door lock and give you a full set of keys. Your windows and internal doors should also open and close properly.

What you are responsible for

You are responsible for:

• arranging to get back into your home if you lock yourself out
• door chains and door numbers
• additional locks or bolts you have fitted
• letterboxes and door viewers in houses and bungalows
• replacing lost door and window keys
• keeping internal doors in good condition
• keeping windows in good condition, including cleaning them and wiping away moisture
• draught excluders around doors and windows
• replacing glass broken by you, your family or your guests
• ventilating your home to help prevent condensation
• locks and keys for pigeonhole mailboxes

What we will repair

We will repair:

• external doors, frames and panels that are not secure
• fire doors
• windows that do not open or close
• blown double-glazed windows that you cannot see through
• letterboxes and door viewers in flats and maisonettes
• main door and window locks
• broken internal door handles and loose hinges

We will also provide replacement or additional keys or fobs for shared entrance doors.

What we provide

If you have a private garden, it should be clear, with plants and greenery cut back when you move in.

If you share a garden with other residents, we will arrange maintenance of the communal garden and estate grounds.

What you are responsible for

You are responsible for:

• looking after your private garden
• caring for trees and shrubs
• keeping grass and other greenery tidy and cut back
• telling us about any safety concerns involving trees in your garden
• weeding paths, paving and driveways
• removing rubbish
• clothes lines
• garden sheds and their locks
• garden features, like ponds and decking
• fences and gates that divide your garden from another home

What we will repair

We will repair or deal with:

• trip hazards on paths, paving and driveways that provide access to your home
• unsafe garden walls and brick sheds
• roofs, chimneys, guttering and downpipes
• boundary fences and gates that divide your home from public land
• trees that are dead, diseased or dangerous
• Japanese knotweed

Pest problems can happen for many reasons. They can affect your quality of life and, in some cases, become a health and safety risk.

You are normally responsible for treating pests inside your home.

What we will deal with

We will deal with pests:

• in shared internal and outside areas that we manage directly
• in tenanted homes where there are pharaoh ants, cockroaches, squirrels or rats

We will also repair existing pigeon deterrents and assess whether new deterrents are needed.

We may deal with mice, fleas, bedbugs and wasps if you have tried to deal with the problem yourself without success, or if there is evidence of a wider infestation in your block.