Repairs & Maintenance
On this page, you’ll find useful information on the different types of repairs you might need in your home as a rental customer and what L&G are responsible for.
Emergency Repairs
Our aim for emergency repairs is to:
- Attend within 4 hours
- Address the issue within 24 hours
- Raise and book in any follow on works with you on the next working day.
What is an emergency repair?
We describe an emergency repair as ‘A repair that must be carried out immediately so that any serious risk to the health, safety or security of a customer is removed or significant damage to a property is avoided’.
Common examples of emergency repairs are:
- Gas or Carbon Monoxide Leak
- No heating or hot water (October – March)
- Unsafe live electrical wires or total loss of power
- Broken windows or doors which stop your home being secure
- Total loss of water
- Flooding
- Fire
- Structural damage that could lead to collapse
Reactive or Responsive Repairs
Responsive repairs are normally attended to and completed within 28 days, where the works are straightforward and not specialist in nature. Where works are more complex or specialist in nature, management providers will discuss individual timescales with you for the proposed completion of works. Examples of responsive repairs are:
- Fixing a leaking tap
- Repairing a radiator
- Replacing a light fixture
- Adjusting a stiff door
- Repairing a broken extractor fan
What are we responsible for?
L&G, through their management providers, are responsible for keeping the structure and externals of the property in good working order, including but not limited to:
- Brickwork
- Roof
- Gutters and downpipes
- Porches and Canopies
- Boundary walls
- Access ways in and out of the property
- Drainage within the curtilage of the property
Internally, we’re responsible for the following:
- Gas and water installations
- Sanitary ware
- Room and water heating
- Any shared or common areas and their associated components
- Floor coverings which have not been gifted
- Appliances which have not been gifted
- Kitchens
- Windows and Doors
L&G’s management providers will attend to repairs due to wear and tear, age and defect and carry out the necessary repair or replacement. Where it is found that a repair or replacement is deemed necessary due to customer misuse, neglect or damage, we and our management providers reserve the right to either carry out the works and recharge you, the customer, or ask you to carry out the works yourself to a satisfactory standard.
Giving access to your home
Your tenancy agreement states your obligations in allowing access for reasonable notice for the purpose of inspections or to carry out repairs. Wherever possible, adequate notice will be given, however there may be occasions (such as in an emergency) when notice cannot be given and access will be expected.
Other points to remember when having a repair carried out:
- There must an adult (18+) present in your home for the repair to be carried out.
- All personal items must be removed from the area the repair is being completed, including furniture where necessary.
- Flooring may have to be pulled up, and where possible we will ensure this is reinstated.
- Dogs and pets must be kept away from the area during the repair.
- We would politely request no smoking in the property whilst the repair is being carried out.
- All operatives who attend should hold relevant ID. If they do not have ID, please contact your management provider.
Have a repair to report? Log it using My Brolly. If you don’t yet have access to My Brolly, you can contact your Management Provider.