Your responsibilities (and ours!)
We want to provide you with excellent service by maintaining your home and keeping it in a good state of repair. To do this, we need to work together because we have responsibilities to you and you have responsibilities as a resident. This means reporting a repair to us as soon as you can and making an appointment with us so we can complete the work.
What are our responsibilities?
Black Country Housing Group is responsible for the following:
- The structure and exterior of your house, including the walls, floors, ceilings and roof
- Drains, gutters and external pipes
- Gas, electricity and plumbing systems
- Baths, basins and toilets
- Heating and hot water supply
- Outside doors and windows
We carry out a range of repairs such as:
- Internal walls, doors, door hinges and door furniture but not the decorating of these unless stated in the tenancy agreement
- Chimneys, chimney stacks and fires
- Pathways, steps or other means of escape
- Plasterwork (but not narrow cracks or small holes)
- Boundary walls (but not fences)
We will also make good, as far as possible, any areas that may be disturbed when we carry out repair work.
What are your responsibilities?
Some general repairs and maintenance are your responsibility and these include:
- Keeping your home clean, tidy and well decorated
- Keeping your garden tidy unless you pay a service charge for gardening
- Repairs to any fixtures and fittings that belong to you
- Repairing or replacing everyday items such as light bulbs, fluorescent tubes and starters, curtain rails, plugs and chains for baths and sinks, shower curtains and electrical fuses
- Any draught proofing, including letter box flaps
- Unblocking drains and sinks
- Making sure we are able to get access to your home for Gas Servicing each year – this is a legal requirement
- Who pays for any damage?
Every home needs repairs from time to time and we don’t charge for general wear and tear. However, sometimes damage does occur – either deliberately or through neglect. We do expect residents to pay for what we call rechargeable repairs – these include damage caused to properties that are vacated and also rubbish and furniture left in homes when residents move on.
If we carry out a repair that we consider is rechargeable, we’ll tell you and let you know the cost of any repair we expect you to pay.
As your landlord we have a legal responsibility to ensure that your gas installation is safe and this includes an annual safety check and service on the appliances that we have installed which will include your gas boiler, gas fittings and flue.
We will make sure that any Gas Engineer working on your property will be registered with the required body and that when they complete the works they will provide you with a certificate to say your installation has been checked and serviced.
We will send an appointment to you before your service is due and it is important that you let us know straight away if you cannot make this appointment and we will arrange another date and time to suit you.
How to report a repair
You can report a repair 24 hours a day – either by telephone or online. Call 0300 555 0302 or click here to report your repair online.