You are responsible for day-to-day repairs in your home and keeping your home and garden in a clean and tidy condition. If you or anyone visiting your home has caused a repair, either deliberately or accidentally, and we come out and fix it, we will charge you.
Accidental or malicious damage, by you, your family or visitors in your home or shared areas
Adjustment of doors for carpets or other flooring
Boiler controls – maintaining water pressure in your system
Batteries in smoke/heat/carbon monoxide detectors, door bells
Blockages to sinks, washbasins, baths, toilets – except customers living in flats, where shared drainage is blocked
Clothes lines and posts – except communal areas
Damage due to forced entry, including by the emergency services
Decorating – internal to individual homes
Door numbers and nameplates, door bells, chains, letter plates and boxes
Flooring - floor coverings except kitchen and bathroom
Glazing – accidental breakage and vandalism
Home improvements you have made, including extensions
Individual appliances that you own i.e. cookers, washing machines
Internal doors and handles, hinges and cupboard catches
Keys – replacement for damaged, lost or stolen keys and fobs and associated lock changes
Light bulbs, fluorescent tubes and starters, except communal lighting
Pest control – except communal areas
Plaster repairs – minor patching and cracking to walls and ceilings
Plugs and chains to sinks, baths and washbasins
Resetting the trip switch at the fuse board and carrying out appliance tests if there is a power cut
Shower heads and hoses, shower rails and shower curtains
Toilet seats and covers including replacement
TV aerials and satellites dishes – except communal areas
You must ensure you have home contents insurance to protect your personal belongings in case of accidental damage
We are responsible for ensuring that your property is safe and kept in a good standard of repair. We prioritise our repairs into the categories below:
You can read about how we handle those priorities on this page.
We prioritise repairs depending on their severity and their impact on you and your home. When scheduling your appointment we will take into account any vulnerability or medical need that you have told us about. If you need to update us about your circumstances, please contact us.
These are planned and cyclical repairs and improvements to maintain the standard and value of the property, such as painting, replacing roofs and replacing windows. We use a 'just-in-time' approach for component renewals. This means we’ll only replace a component (such as the kitchen or doors) when we can no longer carry out economical repairs. We don’t carry out replacements based on the age of the component. In this way we can extend the useful life of components to minimise waste. If you’d like a copy of our just in time policy please ask. Remember - you must keep a clear rent account to qualify for replacement of your kitchen, bathroom or doors.
Target response time: within 18 months
These types of repair include:
Failure of the entry system or one that is staying unlocked
Make good all damage arising from major water leaks, fire, storm or structural collapse
Repairs to external walls and paths
Plaster repairs - not minor cracks to plaster
Replacement of skirting boards
Replacement of misted double glazed units
Replacement of wall tiles - kitchen/bathroom
Repair to damaged lifts
Make good damage following fire or flood
Fencing/boundary wall works
Any other major component replacements such as windows, kitchens and bathrooms
When you report a repair we will either give you an appointment time or our contractor will call with a time slot that suits you. If you cancel the appointment later than 10am on the day, or if you are not in at the scheduled time we will charge you £20. Likewise, if we cancel later than 10am on the day of the appointment, we'll pay you £20.
Always ask for proof of identity before letting anyone into your home. This includes staff from West Kent and anyone working on our behalf. If you’re not sure just give us a call.
Providing safe homes and neighbourhoods is a priority. We regularly safety check all the appliances in your home that we own. This video explains how we help keep you, your family and your neighbours safe:
Please make sure you don't leave any personal items in communal areas, to ensure the fire escape routes are always clear. We'll remove any items we find, and will usually charge a fee to return them.