Your repair questions answered

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.

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.

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. 

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. 

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.

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

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.

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

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.

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.

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.

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

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. 

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

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

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. 

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.

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.

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.

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

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.  

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.

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.

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. 

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

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

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

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

It is your responsibility to replace your bath panel. 

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

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. 

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.

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

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.

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.

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 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.

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.  

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.

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

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. 

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.

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

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. 

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. 

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

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

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.

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 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. 

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. 

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. 

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. 

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. 

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.

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.

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

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

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. 

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

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. 

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

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

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

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

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.

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

You are responsible for sheds in your garden.

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 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. 

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. 

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. 

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.

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

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.

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. 

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. 

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