Under the Right to Repair scheme, you may be entitled to compensation when we do not complete repairs within target response times.

Small emergency or urgent repairs which might affect your health, safety or security must be done quickly and easily, these types of repairs are called ‘qualifying repairs’.

If we do not complete the qualifying repair within the timescale (through no fault of your own) you should report the repair again. Please tell us that it is the second request for the work. We will then re-issue the repair and set a new target date. If the second date passes without the work being carried out, (through no fault of your own), then you will be entitled to claim compensation.

Not all repairs qualify under the right to repair scheme. Repairs covered under the legislation and Tenant Services Authority guidelines include small urgent repairs that are likely to cost under £250 and are likely to affect health, safety and security. 

The list of ‘Qualifying Repairs’ is:

• Total loss of electric power
• Partial loss of electric power
• Unsafe power, lighting socket or electrical fitting
• Total loss of water supply
• Partial loss of water supply
• Blocked flue to open fire or boiler
• Total or partial loss of space or water heating
• Blocked or leaking foul drain, soil stack or (where there is no other working toilet in the dwelling-house) toilet pan
• Toilet is not flushing (where there is no other working toilet in the dwelling-house)
• Blocked sink, bath or basin
• Tap which cannot be turned
• Leaking from water or heating pipe, tank or cistern
• Leaking roof
• Insecure external window, door or lock
• Loose or detached banister or stair tread
• Door entry phone not working
• Mechanical extractor fan in internal kitchen or bathroom not working

To qualify, the repair must:

• Be our responsibility
• Remain incomplete after being reported twice
• Affect your health, security or safety
• Cost under £250

To claim compensation you must:

• Allow our maintenance team or contractors reasonable access to your home
• Make your claim within one month of the completion date
• Not have had a temporary repair which we are returning to
• Not have received notification that we are putting back the completion date due to circumstances beyond our control

We will pay a flat rate one-off payment of £10 plus £2 per day (for each day the repair is outstanding) up to a maximum of £50. If you owe monies to us, the amount you owe will be deducted from your compensation.