Right to repair
In 1994 the Government introduced the right to repair law. If we fail to carry out a repair within the target time you may be entitled to compensation.
We will not pay compensation if:
If the repair qualifies under this law and the original contractor (shown on your repair receipt) fails to complete the repair within the target date, you should contact the nearest customer service point and ask for another contractor (chosen by us). The repair will be passed to the second contractor with a new target date to carry out the work.
If the second contractor fails to complete the work, you may be entitled to compensation of £10 plus £2 a day for every extra day that the work has not been completed.
More details can be found in the Repairs and Maintenance Handbook and Tenants handbook. Download the PDFs below.
Download our Repairs & Maintenance Handbook PDF
Download our Tenants' Handbook PDF
For further information please email customer services.
We will not pay compensation if:
- the repair is not our responsibility;
- the repair costs more than £250;
- you have told us that you do not want us to complete the repair;
- you have failed to provide access for us to inspect or carry out the work;
- the work under the scheme would affect the terms of a guarantee;
- there are circumstances beyond our control, for example, exceptional weather conditions; or
- routine repairs are involved which would normally be included in our normal maintenance programme.
If the repair qualifies under this law and the original contractor (shown on your repair receipt) fails to complete the repair within the target date, you should contact the nearest customer service point and ask for another contractor (chosen by us). The repair will be passed to the second contractor with a new target date to carry out the work.
If the second contractor fails to complete the work, you may be entitled to compensation of £10 plus £2 a day for every extra day that the work has not been completed.
More details can be found in the Repairs and Maintenance Handbook and Tenants handbook. Download the PDFs below.
Download our Repairs & Maintenance Handbook PDF Download our Tenants' Handbook PDFFor further information please email customer services.
