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:
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.
We are responsible for maintaining the structure and the outside of the building, including the roof, chimney, external flues and the following:
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.
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:
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.
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.
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.
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:
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.
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:
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:
If condensation or mould is present in your home:
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.
You can download a range of documents related to repairs below: