Repairs and Improvements

Keeping your home well maintained is important. Your rent covers many repairs. You also have some responsibilities. Please make sure you are aware of your repairs responsibilities before reporting a repair. Please use the links below for further information about repairs.

If you notice something wrong with your home you can report it to us in various ways – please visit Report a Repair for more information.

 

An emergency is something that could cause danger to a person’s health and safety or serious damage to property. Emergency repairs include severe roof leaks, burst pipes, blocked drains, loss of electrical power and loss of all heating. Remember if you call out contractors for a repair that is not an emergency, you will be charged (and repairs outside working hours are more costly).

Emergency call-out contractors will make the fault safe with a temporary repair. A full repair will then be made when parts are available and during normal working hours.

Emergency repairs can be reported on 0300 123 1567 during office hours.

Please note: If you call out one of our contractors for a repair that is not an emergency, you will be charged all costs involved. Work undertaken outside normal working hours will be charged at a higher rate.

Out of hours

If you have an emergency repair outside office hours, please phone our emergency out-of-hours service on the number below. We will need access to the property to deal with the emergency within our published Customer Charter timescales (four hours critical or 24 hours emergency).

If you have an emergency outside of the office hours, please ring 0300 123 1 567 to contact our emergency repairs service.

Should you have a gas leak please ring the National Gas Helpline on 0800 111 999.

We aim to survey your home every five years. We do this so we can plan improvements in a fair, reliable way. We’ll contact you in advance of improvements so we can agree how and when the work is done – and to discuss your choices (colours, styles, fittings, finishes etc.)

Radian will work to the following replacement times:

  • Kitchen 20 years
  • Bathroom 30 years
  • Boiler 15 years
  • Consumer unit 15 years
  • Wiring 30 years

On occasions components will last for longer, or shorter, than their expected life cycle. When this happens we will react to ensure we maintain residents comfort and safety.

To find out when work is planned for your home, please contact us. If you feel your home needs work that is not planned, please let us know.

Radian’s responsibilities

We are responsible for maintaining the structure and the outside of the building, including the roof, chimney, external flues and the following:

  • Outside walls, foundations, external doors, windows and frames
  • Internal floors, walls, doors, frames, skirting boards, ceilings, plaster works (but not decorations)
  • Gutters, downpipes and drains
  • External painting of the property
  • Systems providing water, heating, gas and electricity (but not your meter)
  • Sanitary fixtures and fittings (toilets, toilet seats, baths, sinks and so on). Waste pipes on basins, sinks, baths and washing machine waste pipes (if fitted by us)
  • Electrical sockets, light switches and fittings fitted by us but not electrical plugs, bulbs, fluorescent tubes and starter motors
  • Gates, fences, boundary walls, steps, footpaths, ramps, outhouses and garages if provided by us
  • White goods (Market Rent)

We will carry out routine repairs on a like for like basis.

For more information, please view our Repairs and Maintenance Policy or contact us on 0300 123 1 567.

 

Residents’ responsibilities

You are responsible for keeping your home in a reasonable condition. It is important that you take action to address repairs which are your responsibility to avoid further disrepair or you will be recharged for any works. We strongly recommend that you take out insurance for household contents and any tenant improvements.

Do you think your home is safe? The Electrical Safety Council provides important safety information about keeping you and your family safe – check at www.electricalsafetycouncil.org.uk

Please be aware, you are responsible for the following:

  • Internal decorations, including filling minor cracks in plaster. Radiators should not be removed when decorating as there is a risk of water damage and, in combination boilers, loss of pressure.
  • Washing lines (except in communal drying areas).
  • Repairing and replacing everyday items such as keys, sink plugs and your own floor coverings, light bulbs, fluorescent tubes and starters.
  • Maintaining the garden, including dustbins and your own refuse areas.
  • Any repairs caused by neglect, deliberate damage and forced entry if you get locked out.
  • Changing locks if you lose keys or if your keys are stolen.
  • Repairing or removing any damage due to vandalism.
  • Keeping the sink and drains free from blockages that are caused by items such as tea leaves, fat, children’s toys or similar items.
  • Any fitting or appliance you have supplied or alteration you have made.
  • Broken glass in windows or doors.
  • Connecting your own gas cooker or heater. We recommend that all gas connections are carried out by a Gas Safe registered contractor.
  • Any ‘non-standard item’ you have taken on. This means a fixture or fitting that we have not installed, but may have been left for you by the previous tenant. Examples might be a fitted cooker hob or patio.
  • Tightening up loose handles, catches and hinges
  • Keeping your home free of vermin (except communal)
  • Curtain rails
  • TV Aerials (except communal)

 

Shared Owners’ responsibilities

As a shared owner, you are legally an owner-occupier And you have the same responsibilities and rights as an outright homeowner.

If your home is a ‘new build’ it will have the benefit of a National House Builders’ Council (NHBC) warranty (or equivalent). If your property is not a new build you should have received details of the warranty, if any, when purchasing your home. Any warranty runs from the date the property was completed not from the date of your purchase, which may have been later.

This information on this page is only a summary of the responsibilities for repairs. For detailed information you should refer to your handbook and lease. If you need a handbook or have any queries about repair responsibilities, please contact us by ringing 0300 123 1 567.

Shared Ownership of a house

Under the terms of the shared ownership lease, if you occupy a house, you will be responsible for all repairs to both the interior and exterior of your home including boundary fencing, paths and parking areas within your ownership.

Shared Ownership of a flat

If you live in a shared ownership flat, you will be responsible for all internal repairs and decorating but Radian will be responsible for the maintenance and redecoration of the common parts of the building, such as the corridors, halls and staircases. These obligations extend to the exterior including the roof, gutters, walls, glazing to common parts and aerials.

Check before carrying out alterations

It is also important that you check your lease and receive written information from us before carrying out any alterations to the inside or outside of your home. For further information please contact us on 0300 123 1 567.

Insurance

We strongly recommend that you take out insurance for household contents and any improvements.

Do you think your home is safe?

The Electrical Safety Council provides important safety information about keeping you and your family safe – please visit www.electricalsafetycouncil.org.uk

When you contact us regarding a repair we will discuss the problem that you are experiencing and give you a response time. Response times are measured from the time you report the problem to us. Repairs are prioritised according to their urgency and risk:

Critical repairs: within 4 hours (Priority P1)

To avoid immediate danger to you or the property e.g., structural wall damaged or insecure ceiling or water in contact with electrics

Emergency repairs: within 24 hours (Priority P2)

To avoid potential further damage to the property and inconvenience to you, e.g. complete failure of heating and hot water during winter months, failure of lighting or electrical sockets, burst pipes, major leaks, ceiling collapse.

Urgent repairs: within 7 calendar days (Priority P3)

Repairs that affect your comfort or convenience, e.g. immersion heaters not working (when another form of water heating is available), loss of heating in one or two rooms in winter months, minor water leaks, faulty electrical switches or sockets.

Essential repairs: within 14 calendar days (Priority P4)

Repairs that could normally wait but where the resident is vulnerable and a routine repair of 31 days would be unreasonable, e.g. less urgent but cannot wait 31 days (i.e. minor repairs affecting your comfort or convenience).

Routine repairs: within 31 calendar days (Priority P5)

Repairs that can generally wait, with only slight inconvenience to the resident, e.g. minor problems with toilets, baths, sinks, doors or windows sticking, plaster repairs, brickwork and other non-urgent internal and external repairs.

Planned/cyclical repairs: specified date (Priority P6)

Generally these are programmed repairs planned in advance which we will confirm with you before going ahead e.g. replacement kitchens, bathrooms, boilers, doors.

When things are broken and require prompt attention we want to put things right. Please visit our Report a Repair page or download our Repairs Reporting Guide for more information.

We aim to renew or improve things that have reached the end of their useful life. These include major items like kitchen or bathroom improvements, re-roofing and boiler replacements.

Maintaining your home to a high standard

The Government requires us to make sure your home meets a set standard known as the ‘Decent Homes Standard’. This covers things like central heating, thermal insulation and the condition of kitchens and bathrooms. For more information contact the Homes & Communities Agency (Homes & Communities Agency website). We aim to exceed this standard when carrying out planned works to homes.

When are works planned for your home?

Our properties cover a large geographical area, and in order to carry out work efficiently we group replacements into areas and streets. Each year we cover all areas but vary the streets we visit.

Planned works are those that take place as part of a planned programme. Most years we have planned programmes for kitchens, bathrooms, windows, doors, insulation work and roofing.

Before a complete replacement is carried out, we would normally expect to carry out some repairs prior to including the item in the next planned programme for your street.

If you are concerned about the condition of components in your home you should, in the first instance, ask for your Operations Surveyor to visit and make an assessment.

Programmes are based on the expected life of a component and its condition, gathered from surveys. We then programme with the view of grouping work in the same road and where possible smoothing out the peaks and troughs to help with the availability of resources and finance for any given year.

To find out what work is scheduled in your home, please contact our Customer Service Centre on 0300 123 1 567. If work is scheduled within in the next three years and the renewal is important to you, please request that your enquiry is passed to Technical Services, who will be able to provide additional information.

What happens prior to works taking place?

We will contact you in advance of planned works. At this time, we will discuss the timing of the work, design and specification options, and offer you a choice of fixtures, fittings and colour schemes as appropriate.

Repairs outside our cyclical maintenance programme

To ensure our planned maintenance budget is spent fairly and effectively, please be aware that if we do repairs outside our cyclical maintenance programme, we will try but cannot guarantee to match the colour or style of any existing units or fittings.

Gas & other boiler servicing – taking servicing seriously!

We are committed to making sure your heating and hot water systems work efficiently and safely through annual gas safety tests and servicing.

As well as the legal obligation to carry out safety checks each year, we also commit to undertake a full service of boilers. This minimises the chance of your boiler breaking down as our engineers can detect and rectify imminent faults during routine servicing. Servicing not only gives peace of mind that your boiler is safe but regular checks maximise efficiency (keeping your bills down) and reduces emissions (meaning it’s greener). Also there is no additional cost as it’s already paid for in your rent.

Help us to keep your home safe: your responsibilities

You must allow us access to the property to carry out maintenance or safety checks on appliances and/or flues that we provide for your use. We have a legal obligation to carry out a check of your boiler every 12 months. To meet our legal obligation we have set procedures in place to ensure gas servicing is managed safely and effectively.

Please ensure you keep appointments for gas servicing and safety checks. If you need to change an appointment please contact Customer Services on 0300 123 1 567.

Two attempts to service boilers are made before starting follow-up action. Fortunately follow-up action is not a regular occurrence as the majority of residents are helpful in ensuring checks take place.

Follow-up action is started after two attempts on any overdue service, where access has not been granted. The procedure we follow can ultimately result in seeking an injunction from the courts to gain access. Tenancy agreements state that reasonable access to enter the property to carry out repairs or inspections is necessary. It also states that legal action may be taken and any costs incurred will be sought from the resident (currently approx £1,000) if court action taken. Ultimately missed appointments lead to an increase in rent and also slow down the service for other residents.

Your own gas appliances

Do make sure that any gas appliances you own are installed and regularly maintained/checked by a Gas Safe Register installer. If you are in doubt about the safety of any appliance, don’t use it until its been checked.

When we service your boiler we will note any other gas appliances that you are responsible for, and if your appliance is considered unsafe, we will notify you of the action you should take. In some circumstances we may disconnect the appliance.

Work carried out on a regular cycle to ensure that items continue to work properly and safely. It includes painting the outside of your home and servicing gas appliances.

These are the minimum standards we should meet when letting rented properties. For more information view our Minimum lettings standard

Our grounds maintenance service includes maintaining open spaces and communal gardens including grassed areas, shrub beds and trees.

Our aim is to provide attractive, clean and tidy areas, giving communal grounds a maintained appearance. We want to make our homes places where people are proud to live and welcome your ideas in making this happen. If you have any suggestions for improvements please let us know as we may be able to add them to our programme. Depending on where you live grounds maintenance will either be provided by Radian Services or by a contractor.

The service we provide includes:

  • Grass cutting
  • Hedges cut to keep a tidy appearance and we ensure pathways, parking areas, windows, doorways and entrances are kept clear. Some hedges will require pruning at different times of the year.
  • Shrubs will be pruned and cut back. Weeds in shrub beds will be controlled. Cultivation, raking and edging of shrub beds will be done as required.
  • Litter picking of grass and shrub beds will take place as required on every visit. All litter from the site should be removed at the end of the working day.
  • Small tree works will be carried out as needed.

Your responsibilities

If you have your own garden, it is your responsibility to maintain it and keep it tidy.

What works do we cover and what is our service commitment?

We are responsible for maintaining communal gardens of properties, except where residents have planted their own shrubs or plants.

Some areas of land do not come under our responsibility. We understand that it can be confusing when there are two neighbouring pieces of green, one of which is our responsibility and the other the responsibility of the local Council. If you have any comments about grounds maintenance or would like clarification about our responsibility in your area, please contact us by calling 0300 123 1 567.

We will do our best to achieve this, however some services like grass cutting are weather dependant.

We are dedicated to helping you live independently in your own home by completing adaptations such as steps and ramps, grab rails and bathroom adaptations. For more information please visit our Adaptations page.

Chilly weather seems to see condensation and mould rear their ugly heads. Condensation is dampness which, if left, can cause mould. If you have moisture in the air without a vent for it, it will rise and settle which could cause a problem for your home.

Common causes of condensation and extra moisture in the air include:

  • Cooking
  • Washing
  • Steam from baths and showers
  • Drying clothes on radiators
  • Tumble dryers

There is always some moisture in the air; even if you can’t see it. If the air gets colder, it cannot hold all the moisture and tiny drops of water appear (usually on windows or external walls). This is condensation.

At cold times of year, keeping the heating on low all day, even when there is no one at home, will prevent the surfaces around your home from getting cold enough for moist air to condense on. This enables the property to heat up more quickly to a comfortable temperature when you return home and costs no more than heating a cold home to a comfortable temperature twice a day.

It’s vital that you ventilate your home and wipe down any areas of concern. Handy tips include:

  • Open a window or use an extractor fan when cooking or bathing, but leave the door closed
  • Cover pans when cooking
  • Try and dry clothes outside instead of on radiators, or put it in the bathroom with the door closed and window open
  • Vent your tumble dryer properly to the outside and in accordance with the manufacturer’s instructions
  • Try not to put furniture against cold external walls and where possible leave a gap behind furniture to allow air movement
  • Keep trickle vents in windows open to allow air circulation

If condensation or mould is present in your home:

  • Wipe down condensation on windows with a cloth or towel
  • Wash down areas where mould has formed

Contact us on 0300 123 1 567 for more information on how you can do this and what you should use.

We will consider paying compensation when we cannot meet our published standards for ‘qualifying repairs’ that cost under £500. If the repair is not done by the target date on your order, you should contact Radian Direct on 0300 123 1 567.

For more information download our leaflet about compensation.

Repairs & improvements links

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