Residents with tenancies - what you can expect to look after

Although Tower Hamlets Homes will carry out most repairs to your home there are other smaller jobs that you must do yourself - although we will do many of them if you are elderly or disabled. And there are other repairs you must pay for if the damaged has been caused deliberately or by neglect.

Repairs you can expect to do yourself

Examples of repairs you must do yourself, include:

• internal doors (except fire doors)
• internal glass (except to make safe)
• gates, garden paths and fences (except those leading to the property and fencing next to public paths)
• broken or missing plugs and chains for a basin or sink
• kitchen cupboards and furniture (except worktops damaged by normal wear and tear)
• discoloured (but not rusted) bathroom suites
• repair and replacement of wall tiles (but excluding splashback tiles around the bath, sink and basin)
• new locks because you have lost or damaged your key
• internal decorations
• anything that belongs to you (cooker, fridge, shower, window blind etc).
• clearing blockages to sinks and baths

If you're over 60, or disabled (e.g. receiving disability working allowance, disability living allowance, severe disability allowance or incapacity benefit) we will still carry out many of these repairs for you. Please let us know when you call us if you would like this housing eXtra service.

Repairs you should expect to pay for

If you damage your property, cause disrepair by neglect, or ask us to carry out a repair you are responsible for we may carry out the work, but you can expect us to charge you for it.  (Charges will include administration fees and VAT). These repairs include:

• lock changes, when you or a member of your family has locked themselves out
• putting new glass in, even if it’s been broken accidentally
• internal door repairs (but not fire doors unless damage due to negligence or misuse)
• blockages to sinks, baths, WC caused by your negligence
• water penetration e.g. caused by a leaking washing machines, taps left running, leaks not reported
• damage due to negligence or misuse
• call outs where a repair isn’t needed.

When we carry out a repair you are responsible for, you can expect us to:

• write to you with an estimate for the cost of the repair before we raise an order and carry out any work (for emergencies we will tell you the cost over the phone and confirm in writing as soon as possible)
• ask you if you want to go ahead with the repair and if you agree arrange an appointment for the work to be carried out.
• send you an invoice setting out the cost of the work- this has a payment slip that you can use to pay for the repair at any bank or post office.

When you move out of your property

If you are moving out of your home, you should make sure you take all belongings and furniture.You should also remove and DIY fittings(e.g. shelves) before you leave, unless you got permission for them.

If we have to clear your home of rubbish, replace missing doors or remove things like shelves, we will charge you for this work.