Repairs you are responsible for

Repairs you are responsible for

You are responsible for certain repairs including damage to your home.

You can book NPH's repairs service to make this type of repair but in most cases you will be asked for payment upfront before we will make an appointment. This is called a rechargeable repair.

You should tell us what has happened, and seek permission first before making your own repair.


Repairs that NPH will recharge for

We will recharge you for certain types of repairs:


Damage to your home

This includes emergency repairs caused by deliberate damage, vandalism, neglect or botched DIY by you, members or your household or visitors to your home.

Misreporting a repair

A misreported repair includes reporting a repair as an emergency when there is not one.

Lock Changes

If you lose your keys or find yourself locked out of your house, we advise you to employ a locksmith to get you back in and change the lock. If you decide to employ NPH to change your locks, you will need to pay the cost of the work upfront. We will only carry out the work without payment upfront if your keys are stolen and you have a valid crime reference number from the Police.

Unauthorised alterations/ DIY

You must have written permission from NPH before starting alterations or improvements to your home (not for decorating). Before you move out, you must check whether you are expected to return the property back to its original condition. 

Legal costs incurred by NPH for access

When NPH cannot gain entry to your home for gas servicing or electrical works the legal costs can be up to £400.


Repairs you are responsible for

Tenants are responsible for the following repairs:

  • replacing keys or locks when keys are lost or stolen or when you get you get locked out (including garages and outbuildings)
  • trying to clear blockages in basins, sinks baths or toilets
  • decorating
  • resetting trip switches
  • replacing light bulbs or fluorescent tubes
  • putting up tv aerials and satellite dishes ( only with our permission)
  • maintaining garden paths ( except any that lead from the boundary gate to the front and back doors) 
  • replacing clothes lines and rotary driers (unless for communal use)
  • replacing plugs and chains in baths, sinks and basins
  • replacing handles and latches to doors and kitchen units
  • adjusting doors when new carpets and laminate floorings have been fitted
  • testing and cleaning smoke detectors
  • fitting waste supply pipework and vents for washing machines
  • keeping your gully grids clear of leaves
  • replacing door knockers, bells or security chains
  • replacing toilet seats and flush chains


Tips for avoiding recharges

Here are a few tips to avoid being recharged for a repair:

  • Ask a friend or relative to keep a spare set of keys for you.
  • Beware of DIY - botched jobs or alterations we haven’t authorised could be expensive.
  • Don’t pretend your repair is an emergency to get it done quicker.
  • If you’re moving out, make sure you leave the property empty, clean and tidy.
  • Take out home insurance – we have useful information about home contents insurance on our site.