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    If we have to repair any accidental or malicious damage caused by you, your family or visitors we will recharge you (including when you move out of your home).

    • Total loss of heating or hot water

      Total loss of heating or hot water is an urgent repair. We will attend within three full days. 

      You should make sure that your have a gas supply and attempt to reset your boiler before you contact us. If we attend and there is a supplier issue, we will charge you.

      Boiler reset videos
    • Partial loss of heating or hot water

      A partial loss of heating or hot water (a loss which does not affect your whole property) is a routine repair. We will attend within 21 full days. 

      If you notice cold areas in some of your radiators, your radiators may need bleeding. It is your responsibility to bleed your radiators. Our short video will guide you through how to do this.

      Boiler and radiator self-help videos
    • Loss of gas supply

      If there is no gas coming through to your gas appliances, you should check with your supplier in the first instance. 

      A total loss of gas supply is an urgent repair. We will attend within three full days, but we will charge you if we attend and find that it is a supplier issue. 

    • Boiler not working

      You should make sure that your have a gas supply and attempt to reset your boiler before you contact us. If we attend and there is a supplier issue, we will recharge you.

      Total loss of heating or hot water is an urgent repair. We will attend within 3 full days. 

      Boiler reset video
    • Boiler settings

      You are responsible for making sure that your boiler is set for your needs. 

      We will ask you to check the boiler controls to help diagnose what the problem is. If the water pressure is low you can top this up yourself. You can use our short video to guide you through how to do this.

      Self help repair videos
    • Blocked flue

      A blocked flue is an emergency repair. We will attend by the end of the next working day. 

    • Cold Radiator

      If you notice cold areas in some of your radiators, your radiators may need bleeding. It is your responsibility to bleed your radiators. Our short video will guide you through how to do this.

      Loss of heat from a radiator which cannot be solved by bleeding your radiator is a routine repair. We will attend within 21 full days.

      Total loss of heat from all of your radiators is an urgent repair. We will attend within three full days.

      Self help video
    • Leaking radiators

      A containable leak or drip from a radiator is a routine repair. We will attend within 21 full days. 

    • Gas safety checks

      We are legally responsible for the maintenance of your gas heating and we are committed to ensuring the safety of you and your family in your home.

      You will

      • Provide access before the expiration date of the gas safety certificate.
      • Test your smoke alarm every week.
      • Contact us immediately if the CO alarm goes off. If this happens please turn off the all gas appliances and ventilate the room.

      We will

      • Arrange an appointment and complete an annual gas safety inspection and at the same time we will do an asbestos check.
      • Check and replace your CO alarm and smoke alarm if required.
      • Give you a copy of your survey results and confirm any further work is required.
    • Total loss of power

      Before you contact us about a total loss of power, you should check whether there is an issue with your electrical supplier. You should also check your fusebox, electricity meter and personal appliances to make sure that they are not the cause of the problem. Resetting the trip switch at the fuse board and carrying out appliance tests if the fuse board keeps tripping is your responsibility. If we attend and the repair is your responsibility or caused by a supplier issue, we will recharge you. 

      A total loss of power at your home is an emergency repair. We will attend by the end of the next day.

      How to check your fusebox
    • Partial loss of power

      You should check your fusebox, electricity meter and personal appliances before reporting a partial loss of power. Resetting the trip switch at the fuse board and carrying out appliance tests if the fuse board keeps tripping is your responsibility. If we attend and the repair is your responsibility, we will recharge you. 

      Faulty electrical fittings and minor electric faults are a routine repair. We will attend within 21 full days. 

      Light bulbs, fluorescent tubes and starters, fuses and batteries are your responsibility to replace.

      How to check your fusebox
    • Unsafe electrics

      Unsafe power, lighting or electrical fittings are an emergency repair. We will attend by the end of the next day. 

    • Lights, sockets and other electrical fittings

      Light bulbs, fluorescent tubes and starters, fuses and batteries are your responsibility to replace. We will repair and replace communal lighting. 

      Faulty electrical fittings and minor electrical faults are a routine repair. We will attend within 21 full days. 

    • Electrical appliances

      Individual appliances that you own, for example cookers and washing machines, are your responsibility. You are responsible for the fitting and plumbing of these.  

    • Electrical safety checks

      We are legally responsible for the safety of your home electrics and will complete a survey at least once every ten years.

      We will arrange an appointment or complete a survey while we are completing other repairs. You must be at home for the appointment. If it is inconvenient, contact us to make a new appointment.

      After the survey, we will give you a copy of your survey results and confirm if any further work is required.

    • Failure of warden alarm

      Failure of a warden alarm is an emergency repair. We will attend by the end of the next day. 

    • Partial loss of water

      A partial loss of water at your property is an urgent repair. We will attend within three full days of the repair being logged.  

      We will recharge if the fault is a supplier issue. 

    • Total loss of water

      Before you contact us about a total loss of water, you should make sure that there is not an issue with your supplier. We will recharge if the fault is a supplier issue.  

      A total loss of water supply is an emergency repair. We will attend by the end of the next day.

       

    • Loss of hot water

      Before you contact us about a loss of all hot water facilities, you should make sure that your have a gas supply and attempt to reset your boiler. If we attend and there is a supplier issue, we will recharge you.

      Loss of all hot water is an urgent repair. We will attend within three full days of the repair being logged.

    • Uncontainable leak

      If you have a major leak from your pipes, tank or cistern which cannot  be contained, this is an emergency repair. We will attend by the end of the next day.

    • Containable leak

      A containable leak is a routine repair.  We will attend within 21 full days.

    • Dripping tap

      If your tap is dripping, you may need to replace the washer.

      It is your responsibility to change tap washers, unless you have mixer taps. We will attend to mixer tap repairs within 21 full days.  

    • Blocked toilet

      You are responsible for clearing blockages caused by the wrong items being put down the toilet such as nappies, wipes, food and cooking fats.

      If the problem remains after you have tried to clear the blockage and it is the only toilet in the property, this is an emergency repair. We will attend by the end of the next day. 

      If you have more than one toilet in your property, this is a routine repair. We will attend within 21 full days. 

      We still may recharge you if we find that the blockage was caused by you, your family or visitors.

      Watch a self help video
    • Blocked sink or drain

      You are responsible for clearing blockages caused by the wrong items being put down drains such as nappies, wipes, food and cooking fats.

      If the problem remains after you have tried to clear the blockage and waste is surging back into your basin, bath, sink or WC, this is an emergency repair. We will attend by the end of the next day. 

      If waste is not surging back into your property, this is a routine repair. We will attend within 21 full days. 

      We still may recharge you if we find that the blockage was caused by you, your family or visitors.

      Watch a self help video
    • Damp and Mould

      Condensation and mould prevention is your responsibility. Our website has some useful tips on preventing condensation and mould growth. 

      If you have followed all of our condensation and mould prevention advice for four weeks and there has not been any improvement, we will visit to investigate the cause. Severe dampness which is not improved by our condensation and mould prevention advice is a routine repair. We will attend to identify the cause within 21 full days. 

      Damp and mould prevention advice
    • Decorating

      You are responsible for all internal decorations unless your tenancy agreement says otherwise. Where West Kent have caused damage we will decorate or provide a decorating pack.

    • Defective flooring

      Defective kitchen or bathroom flooring which is not an immediate health and safety problem is a routine repair. We will attend within 21 full days. 

    • Wall tiles

      Replacement of kitchen or bathroom wall tiles is a planned repair. We will repair this within 12 months. 

    • Plugs and chains

      Plugs and chains for all of your sinks, baths and washbasins are your responsibility.

    • Toilet seats and covers

      Toilets seats and covers are your responsibility to maintain and replace. 

    • Bath panel

      It is your responsibility to replace your bath panel. 

    • Shower fixtures and fittings

      Shower heads and hoses, shower rails and shower curtains are your responsibility. 

    • Bleeding radiators

      If your radiator has cold spots or is hot at the bottom but not the top, you may need to bleed it. Our short video will guide you through how to do this. 

      Self help video
    • Lights, switches and sockets

      Light bulbs, fluorescent tubes and starters, fuses and batteries are your responsibility.

      If you have tried changing the bulb, tube and starter, and the light still does not work, this is a routine repair. We will attend within 21 full days. 

      Damage to the light switch or sockets is a routine repair. We will attend within 21 full days. 

      Unsafe power, lighting and electrical fittings are an emergency repair. We will attend by the end of the next day.

       

    • Extractor fan

      A faulty extractor fan is a routine repair. We will attend within 21 full days. 

    • Smoke alarms and carbon monoxide detectors

      Contact us immediately if the CO alarm (carbon monoxide detector) goes off. If this happens please turn off the all gas appliances and ventilate the room. This is an emergency repair. We will attend by the end of the next day

      If your smoke alarm starts to beep every few minutes, it might be running out of battery. You are responsible for changing the battery on your smoke alarm.   

      You should test your smoke alarm every week. For a guide on how to test your smoke and carbon monoxide detector, please watch our a short video.

      Checking your smoke alarm
    • White goods and cookers

      Individual appliances that you own (e.g. cookers or washing machines), are your responsibility. You are also responsible for the fitting and plumbing of these.

       

    • Minor repairs

      Repairs to cupboards, drawers and counters are routine repairs. We will attend within 21 full days.

      Repairs to cupboard latches are your responsibility.  

    • Security issues

      Security issues where you are unable to secure your property are urgent repairs. We will attend within three full days. 

      Damage due to forced entry, including damage by the emergency services is your responsibility. If we need to board up the door for security, this is an emergency repair. We will attend by the end of the next working day.

    • Routine repairs

      Most repairs to your front and back door will be routine repairs. We will attend within 21 full days. 

      Repairs to internal doors are your responsibility, however we will repair the frame. We will repair fire doors.  

    • Glazing

      You are responsible for the glass in your door even if you have a crime reference number. We can board up to make safe but we will not replace the glass.

      Boarding up for security is an emergency repair. We will attend by the end of the next day.

    • Draughts

      You are responsible for ensuring there are draught excluders on on your doors. 

    • Door entry systems

      Faults to the communal door entry system that leave your block open are urgent repairs. We will attend within three full days.

      Any fault to the communal door entry system that leave the block closed are emergency repairs. We will attend by the end of the next working day. 

    • Cracked or broken glass

      You are responsible for glazing which includes glass in windows and doors even if you have a crime reference number. 

      Boarding up for security is an emergency repair. We will attend by the end of the next working day to board up, but we will not replace the glass.

    • Misted double glazing

      Replacement of misted double glazing units is a planned repair. We will complete the repair within 12 months. 

    • Internal doors

      You are responsible for repairing the internal doors, handles and hinges. This includes the adjustment of doors for carpets or other flooring.

      We will repair internal door frames. These are routine repairs. We will attend within 21 full days. 

    • Locks and keys

      If your keys are lost, stolen or there is damage through force then you are responsible.

      If the door lock is faulty then West Kent will repair it. This is a routine repair. We will attend within 21 full days. 

    • Fixtures

      Door numbers, nameplates, doorbells, chains, doorstops, letter plates and letter boxes are your responsibility.  

    • Warden alarm

      Failure of a warden alarm is an emergency repair. We will attend by the end of the next day. 

    • Damage to roof

      Leaking roof, missing roof tiles and faulty or blocked guttering causing serious water penetration is a routine repair. We will attend within 21 full days. 

      Major damage to your roof is an emergency repair. We will attend to make safe the damage by the end of the next day.

      We will repair all damage arising from major water leaks, fire, flood, storm or structural collapse within 12 months. This means we will repair any structural damage and leave your home ready to decorate. You will be responsible for decorating.

       

    • Guttering and downpipes

      Repairing and cleaning of guttering includes faulty or blocked gutter which is causing serious water penetration is a routine repair. We will attend within 21 days. 

    • TV aerial

      TV aerials and satellite dishes are your responsibility, unless you live in a block with a communal aerial.

      A problem with a communal aerial is a routine repair. We will repair faulty communal aerials within 21 days

    • Damage to walls

      Repairs to external walls and garden walls are routine repairs. We will attend within 12 months.

      Making safe structural damage or making safe after water leaks, fire, flood or storm damage is an emergency repair. We will attend by the end of the next day. 

    • Graffiti

      Offensive and racist graffiti is treated as an emergency repair. We will attend by the end of the next day. 

      Graffiti which is not offensive or racist is a routine repair. We will attend within 21 full days. 

    • Guttering and downpipes

      Repairing and cleaning of guttering includes faulty or blocked gutter which is causing serious water penetration is a routine repair. We will attend within 21 days. 

    • Damp and mould

      Condensation and mould prevention is your responsibility. Our website has some useful tips on preventing condensation and mould growth. 

      If you have followed all of our condensation and mould prevention advice for four weeks and there has not been any improvement, we will visit to investigate the cause. Severe dampness which is not improved by our condensation and mould prevention advice is a routine repair. We will attend to identify the cause within 21 full days. 

      Dealing with condensation and mould
    • Plaster repairs

      You are responsible for filling minor cracks and minor patching to walls and ceilings.

      If there are cracks that are wider than a £1 coin, we will treat this as a planned repair. We will attend within 12 months. 

      We will make safe all damage arising from major water leaks, fire, flood, storm or structural collapse as an emergency repair. We will attend by the end of the next day. We will repair any structural damage within 12 months and leave your home ready to decorate. You will be responsible for decorating.

    • Decorating

      You are responsible for all internal decorations unless your tenancy agreement says otherwise. Where West Kent have caused damage we will decorate or provide a decorating pack.

    • Skirting Board

      Replacement of damaged skirting boards is a planned repair. We will attend within 12 months. 

    • Stairs and bannisters

      Damage to stair tread or hand rail/bannisters are a routine repair. We will attend within 21 full days. 

    • Lifts

      A broken down lift is an emergency repair. We will attend by the end of the next day.

      Damage to a lift is a planned repair. We will attend within 12 months. 

    • Floor coverings

      You are responsible for replacing floor coverings such as carpets and laminate/wood flooring unless they were fitted by West Kent.

    • Adaptations

      If we installed your adaptation then we will repair it. The priority will depend on what the problem is. 

      If your adaptation was installed by someone else then it is your responsibility. 

    • Home improvements

      All repairs to home improvements including extensions, are your responsibility. 

      You must ask permission before starting any new improvements or alterations to your home. 

      Request permission for home improvements
    • Wall tiles

      Replacement of kitchen or bathroom wall tiles is a planned repair. We will repair this within 12 months.

    • Roof tiles

      Missing roof tiles are a routine repair. We will attend within 21 full days. 

    • Floor coverings

      Defective kitchen or bathroom flooring which is not an immediate health and safety problem is a routine repair. We will attend within 21 full days. 

      You are responsible for replacing all other floor coverings such as carpets and laminate/wood flooring unless they were fitted by West Kent.

    • Trees and hedges

      You are responsible for pruning trees and hedges in your garden. 

    • Shed

      You are responsible for sheds in your garden.

    • Clothes lines

      You are responsible for buying and repairing clothes lines and posts in your personal garden area.

      We will repair clothes lines and posts in communal garden areas. 

    • Pest control

      Pest control including treatment of wasps and ant nests, vermin, pigeons, squirrels and insect infestations inside your home or garden are your responsibility. We will treat pest problems in communal areas. 

    • TV aerial

      A faulty communal TV aerial is a routine repair. We will attend within 21 full days.

      TV aerials and satellites dishes for personal use are your responsibility. 

    • Fencing

      We will carry out repairs on fences where we think they are appropriate. Fencing repairs that we carry out are a planned repair. We will attend within 12 months. 

      If we cannot repair your fence, the type of replacement will depend on where the fence is. 

      Our fencing page answers some of the most common questions about fencing repairs and replacements. 

      Fencing
    • Garden walls

      We will repair damage to retaining garden walls as planned works. We will attend within 12 months. 

      If the garden wall is not a retaining wall, we may remove it and replace it with fencing, where appropriate. 

      Our fencing page answers some of the most common questions about garden wall repairs and replacements.

      Information about garden walls
    • Paths

      Repairs to paths are planned repairs. We will attend within 12 months. 

    • Blocked sink or drain

      You are responsible for clearing blockages caused by the wrong items being put down drains such as nappies, wipes, food and cooking fats.

      If the problem remains after you have tried to clear the blockage and waste is surging back into your basin, bath, sink or WC, this is an emergency repair. We will attend by the end of the next day. 

      If waste is not surging back into your property, this is a routine repair. We will attend within 21 full days. 

      We still may recharge you if we find that the blockage was caused by you, your family or visitors.

      Watch a self help video
    • Guttering and downpipes

      Repairing and cleaning of guttering includes faulty or blocked gutter which is causing serious water penetration is a routine repair. We will attend within 21 days. 

    • Rubbish and fly-tipping

      Fly-tipping and rubbish removal from communal areas is a routine repair. We will attend within 21 full days. 

      If we know who is responsible for fly-tipping, we will recharge them. 

    • Graffiti

      Offensive and racist graffiti is an emergency repair. We will attend by the end of the next day.

      Other graffiti is a routine repair. We will attend within 21 full days. 

    • Faults with door entry system

      Faults to the communal door entry system that leave your block open are urgent repairs. We will attend within three full days.

      Any fault to the communal door entry system that leave the block closed are emergency repairs. We will attend by the end of the next working day. 

    • Failure of warden alarm

      Failure of a warden alarm is an emergency repair. We will attend by the end of the next day. 

    • Report a repair

      You can report routine or urgent repairs using our online form

      Repair form

      Report an emergency repairs during office hours on 01732 749400. To report an emergency out of hours ring 0800 169 1122.

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