What is the Right to Repair?

You have a legal right to arrange your own repairs under the 'Right to Repair' Scheme – but only if we fail to repair something within set time periods.  You must have also allowed us reasonable time to gain access into your home to complete the work.

In general, the Right to Repair Scheme ensures that small urgent repairs, which might affect your health, safety, or security, are carried out quickly and easily.  Not all repairs 'qualify' under the Scheme.

What is a Qualifying Repair?

• A repair only qualifies if the cost of carrying out the repair is less than £250.
• When a repair is reported, if requested, we will advise you:
  i) How long the repair will take.
  ii) If the repair qualifies under the Scheme.
  iii What to do if the repair is not completed within the time stated.
  iv) The name of the contractor if one is to be used.
  v) The arrangements made with you to carry out the repair.
  vi)Detail of the repair.

What happens if the repair is not done within the timescale?

• You should telephone us on 0800 479 4999 (Freephone) if the repair is still outstanding, unless you have been provided with a good reason why the work has not been done.

The rules are complex, so contact us first.  Do not get someone else to do the repair without discussing it with us first otherwise we might not pay the bill