Repairs: who is responsible?

Repairs and maintenance

The responsibility of repairing and maintaining your home is shared between you as a resident and us as your landlord. This page contains a checklist that tells you which repairs you are responsible for but if you’re not sure about anything then you can contact our Customer Services team on 0300 303 1010.

Which repairs are you responsible for?

The repair responsibility checklist below explains what repairs you are responsible for. If you’re unsure about any of the repairs on the list, please contact our Customer Services team on 0300 303 1010.

  • Decorating inside your home, including filling small cracks in walls and ceilings
  • Providing replacement keys – if you lock yourself out you will have to pay a locksmith to change your locks and repair any damage. If your keys are stolen then this may be covered by your insurance
  • Installing extra security locks and bolts (if you want them)
  • Getting our permission in writing for all alterations (including installing a satellite dish)
  • Allowing our staff and contractors reasonable access to your home to investigate and carry out any repairs or inspections, and behave reasonably towards them
  • Reporting all repairs as soon as possible
  • Replacing domestic plugs and fuses
  • Repairing damage caused deliberately or accidentally by you or a guest
  • Unblocking sinks, baths and toilets – if you cannot clear the blockage yourself and are left without a toilet we will attend as an emergency and you will be charged for the work, unless the blockage has been caused by a failure in the drains
  • Replacing lightbulbs
  • Replacing dustbins, including wheelie bins
  • Replacing plugs and chains on sinks, baths and basins
  • Replacing damaged toilet seats
  • Replacing batteries in smoke detectors and Carbon Monoxide alarms
  • Replacing door handles, latches, letter boxes, door knockers and doorbells (except communal door entry systems)
  • Putting up your own blinds, curtain tracks, coat rails, coat hooks and shelving
  • Sweeping the chimneys as often as necessary to prevent fires
  • Managing condensation in your home
  • Taking any necessary steps to prevent water in pipes and tanks from freezing
  • Pest control
  • Wooden sheds
  • Leaving the property in a clean and tidy condition when you move out

Which repairs are we responsible for?

  • Looking after the structure and exterior of the building including the foundations, walls, windows, window sills, external doors, roofs, rainwater pipes and gutters, chimney stacks, plaster, floors and stairs
  • Maintaining internal walls, skirting boards, door and door frames
  • Repairing internal plaster work where a multi-purpose filler can’t be used
  • Repairing structural fittings and fixtures of the building including the internal doors, kitchen units, toilets, sinks, internal joinery, cupboards and fireplaces
  • Maintaining drains, inspection chambers, waste and water pipes, electrical installations, gas pipes and central heating
  • Unblocking sinks, baths and toilets, unless the blockage has been caused by you, your household or visitors. Please note, you may be charged if the blockage has been caused by food or substances such as fat and oil being poured down the drain, or excess toilet paper, or wipes being flushed down the toilet.
  • Repairing lights, fire alarms, door entry systems, lifts and aerials in communal areas.
  • Maintaining fences, brick or concrete outbuildings, footpaths, gates (Paradigm will only maintain one gate), patios and hard standing parking areas
  • Looking after communal gardens and areas
  • Dealing with pests in communal areas and to multiple properties within a block. Please note a tenant may be recharged if the source of the infestation is traced to them and is a result of accidental or intentional damage, neglect or misuse
  • White goods and/or flooring provided by Paradigm that have not been gifted to the tenant

How can you report a repair?

You can report a repair by contacting our Customer Service team by:

If you email us, please give as much information as possible – including a full address and telephone number.

Reporting a repair correctly saves a lot of time for both you and us. When you report a repair, our Customer Services team will ask you some questions which will help us to sort the problem.

If the repair is an emergency and our offices are closed, you’ll still need to contact the number above.

Help us fix it first time

We want to make sure that your repair is carried out on our first visit, when possible.

This booklet, Help us fix it first time (below), contains pictures of things that we often receive repair requests for. These pictures are to help you tell us where the repair is needed when you first phone us to report an issue.

We have only included pictures of the items we receive the most reports for. If there is no picture for your repair, give our Customer Services team a call on 0300 303 1010.

What happens once the repair is reported?

For routine repairs that are our responsibility, our Customer Services team will arrange an appointment for the repair to be carried out.

Whenever we are carrying out a repair at your home, a responsible person aged 18 years or over must be there for the whole time the repair is taking place if the tenant cannot be present.

If we carry out a repair our appointment times are 8am to 12pm and 12 noon to 5:30pm.

If an appointment is no longer convenient for you, please contact us to rearrange it. We will do the same if we’re not able to make the appointment.

If we’re responsible for the repair, you can check out the repair timescale in the Repairs Standard (see document below).

In most cases, we’ll arrange an appointment with you when you first tell us about the repair. Sometimes, we might need to visit your home to see what work we need to do, before we make a start on the repair. If we’re called out to a repair that is your responsibility, or has been caused by damage or neglect, you will be charged.


If you live in a newly built property that is in the ‘defect’ period – which means that the builder still has responsibility for repairs to the building, we will normally send your repair report to the builder. They will then arrange for the repair to be carried out.

However, the builder will carry out some non-urgent repairs at the end of the ‘defects’ period – which normally lasts for 12 months from the date your home was built.

Your repairs guide