Repairs

Repairs

We know it’s important to get things fixed when something goes wrong in your home. If you need to report a repair, you can call or email us. 

On this page you'll find information about what repairs we handle as your landlord and what responsibilities fall to you as a resident. You can also find out what's considered an emergency repair.

Report a repair

What is a repair?

We can fix something in your home that is damaged, faulty, or worn out. Wherever possible, we aim to resolve the issue, but if it can’t be repaired or is no longer usable, we may replace it. Repairs caused by damage or neglect from residents, household members, visitors, or pets are your responsibility to address.

For communal areas, repairs include things like fixing entrances, hallways, lifts, stairways, rubbish chutes, lighting, door entry systems, and other shared spaces. We also take care of external structures like fencing if they are our responsibility.

What is an emergency repair?

Emergency repairs are urgent issues that threaten your health, safety, or security, or could cause significant damage to your home if not fixed right away. 

If you’re dealing with a life-threatening emergency, like a fire, serious medical issue, or crime, call 999 first. After that, contact us so we can address any necessary repairs. For non-life-threatening emergencies, call us directly at 020 7780 3070. Our team is available 24/7 to assist you.

You can find examples of emergency repairs below.

Examples of emergency repairs

  • Gas leaks or fumes
  • Electrical problems like exposed wires or fittings in contact with water
  • Sewage overflowing into your home
  • A broken front door that needs securing
  • Burst pipes or water tanks
  • Complete loss of power or lighting
  • Heating system failures in extreme weather (if no alternative is available)
  • Major issues with communal lighting

Reporting a repair

You can report repairs by calling 020 7780 3070 or emailing customerservices@thch.org.uk and we'll take care of the rest, arranging for the right team to visit and resolve the issue.

Our contractors

We work with a range of contractors to carry out repairs, and Axis Europe is one of our main partners. When you report a repair, we will book the job in and make sure the appropriate contractor comes to your home to carry out the work.

How quickly we will make the repair

For emergency repairs, our contractor will arrive within four hours of your report. After the initial 'make safe' repair, they will contact you within two working days to arrange a follow-up for the permanent fix—no need to call us again.

For non-urgent repairs, we’ll arrange an appointment at a time that suits you. We aim to complete repairs quickly, though timing may depend on the nature of the issue, part availability, and contractor schedules. Please let us know if you can’t make the appointment to help us resolve things faster.

Responsibilities for repairs

To help keep your home in good condition, there are certain things we’re responsible for as your landlord, and that you’re responsible for as our resident. Select the relevant tab below for an overview of our responsibilities and yours. Before you report a repair, please check whose responsibility it is.

We are responsible for...

Externally

  • Foundations, walls, doors, windows, and pipes.
  • Drains (but not waste pipes block through use by residents).
  • Means of access and garages.
  • Roofs, gutters, and external pipes.
  • Pathways, steps, or other access points.

Internally

  • Internal walls, skirting boards, floors, ceilings, and plasterwork (excluding minor cracks, painting, and decorating).
  • Internal fire doors.
  • Kitchen and bathroom doors and frames if they pose a health or safety risk.
  • Windows (but not usually the glass if it is damaged by a resident or household member).

Pests

  • Dealing with pests such as rats, pigeons, pharaoh ants, cockroaches, woodworm, or bedbug infestations.

Utilities

  • Gas, electrical, water, and waste disposal services, including basins, sinks, baths, toilets, flushing cisterns, and overflows.

You are responsible for...

General

As a resident, you also have some responsibilities to keep your home in good condition.

  • Keep the inside and outside of your home, gardens, and communal areas clean.
  • Carry out minor repairs and avoid causing blockages in pipes and drains.
  • Manage pest control, including mice, wasp nests, bed bugs, and disinfestation.
  • Address condensation and mould by making changes to prevent further issues.
  • Follow fire safety rules.

Bathroom & kitchen

  • Wall tiling above the first three rows, including grouting, mastic, and fire surrounds.
  • Showerheads, bath and basin plugs, chains, and handles.
  • Replacing sealant around the bath, wash basin, kitchen sink, and showers.
  • Cleaning blockages and descaling toilets, sinks, baths, and showers.

Doors

  • Replacing or repairing door locks and keys (we will only replace front door locks if they are damaged as a result of a crime, and you must provide a crime reference number).
  • Fitting extra locks, door handles, and catches.
  • Installing or maintaining house numbers, letter plates, and letterboxes (unless they are in a communal area).
  • Managing draught exclusion, as long as doors and windows fit reasonably well.
  • Adapting doors to fit over carpets.

Fixtures and fittngs

  • Replacing or repairing any items gifted to you, such as white goods, gas, or electrical appliances.
  • Cleaning communal areas, unless this is part of a service charge we provide.
  • Addressing condensation and mould in your home by making the necessary changes to prevent further issues.

Heating & electrics

  • Maintaining any fixtures and appliances that were not provided by THCH.
  • Looking after your own appliances, such as a gas cooker or washing machine.
  • Bleeding radiators to ensure they work efficiently.
  • Installing TV aerials (unless they are for communal use).
  • Caring for your own plugs, lamps, and light fittings.
  • Replacing light bulbs, tubes, and fuses, unless you have sealed LED lights.

Internally

  • Fixing cupboard and wardrobe catches, hinges, and doors.
  • Carrying out minor repairs to kitchen units, doors, hinges, drawers, and runners.
  • Touching up internal paintwork and replacing window glass if damaged.
  • Installing and maintaining shelves, coat, and hat rails.
  • Plumbing in washing machines or dishwashers.
  • Keeping any smoke detectors you’ve installed in good working condition.

Outdoor and waste

  • Maintaining clothes lines, posts, tidy-dryers, and rotary dryers.
  • Providing and replacing your individual dustbins.
  • Maintaining gates, including hinges and latches, for your individual property.
  • Clearing rubbish and cleaning areas like basements and front spaces.
  • Caring for your own fences and sheds.
  • Looking after the gardening and outdoor areas of your property.