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Looking after your home

Find guidance for homeowners on home improvements, repairs, defects, health and safety, and planned maintenance, including when you need permission and how to request it

Repairs and maintenance

Find out who's responsible for repairs, how to report a communal repair and what to do if you've found a defect in your new home.

Who is responsible for repairs?

As a homeowner, you're responsible for repairing and maintaining your home.

If you live in a house, this includes the roof.

We'll look after shared areas, such as communal hallways, stairwells and outside spaces. This work is carried out on a regular cycle, as set out in your lease. We'll let you know in advance and consult you where required.

Your lease explains which planned repairs, replacements and improvements apply to your building, and how often they're carried out.

What if I've found a problem (defect) in my new home?

If you've bought a new-build home, some problems (sometimes called defects) may be covered during the defects period.

If you find a defect, contact our Customer Service Centre as soon as possible so we can arrange an inspection.

Can I report a repair?

You can report repairs to shared areas, such as communal doors, lighting or pathways, through our online repair service.

Repairs inside your home are usually your responsibility.

Where can I find more information?

Download our Repairs and Defects Guide (PDF) for more information about repair responsibilities and defects in new homes.

How we care for your home

We invest in our homes to keep them safe and in good condition.

From time to time, we carry out major work to buildings and shared areas. This could include replacing roofs, windows, doors or lifts, or improving communal areas.

Learn about planned works

Making changes to your home

Find out if you need permission and how to apply before making changes to your home.

Do I need permission to make changes to my home?

Yes. You must get our permission before starting most home improvements or alterations. This is a requirement of your lease, and an administration fee applies.

What changes do I need permission for?

    You'll usually need permission for major work, such as:

    • Replacing your kitchen or bathroom
    • Building an extension, conservatory or garage
    • Replacing windows or external doors
    • Removing or changing internal walls
    • Installing a shower
    • Changing your gas, electricity or water supply

    We need details to assess the impact on your home’s value, shared ownership shares, or insurance. An administration fee applies.

    How to request permission

    Complete a Home Improvement Request Form with full details and return it to us.

    You may also need to provide:

    • Planning permission from your local council
    • Confirmation that work meets Building Regulations

    Conditions 

    • Work must be done by a qualified and insured tradesperson
    • We may inspect before and after work
    • Poor work may be reinstated at your cost
    • You must repair any damage caused
    • You may need to remove improvements when selling
    • Shared owners may not recover full costs when selling

    We do not allow extensions, conservatories or works on communal land.

    What happens if my request is approved?

    The work must be carried out by a qualified contractor and meet the required standards. We may inspect the work before or after it's finished. 

    Are there any changes I can't make?

    Yes. We won't approve work that extends onto communal land or land you don't own.