Who is Responsible for What?

SHS’ Repairing Responsibilities

As a landlord, we have a statutory duty to carry out repairs to our residents’ homes which are our responsibility. Generally, this includes but is not limited to:

  • the structure and exterior of homes including the roof, walls, windows, hard surfaces, external doors and loft and cavity insulation
  • heating systems including central heating, gas boilers, flues and¬†ventilation
  • water including pipes, basins, sinks, toilets, baths, drains and guttering
  • services¬†for utilities including gas pipes, electrical wiring, and any appliances provided
  • communal areas such as hallways, stairs, lifts, communal entrances and some specified external areas which we own
  • other external areas (such as paths) where the landlord has responsibility.

For all Gas Enquiries, please see our Gas, Heating and Energy Performance page

Resident Responsibilities

Residents are responsible for taking care of the inside of their homes and for certain repairs, including:

  • the repair and/or replacement of their own appliances
  • carrying out or paying for any repairs that are caused by accidental damage, misuse or neglect, including any damage caused by friends and visitors to the property
  • carrying out routine household maintenance, like replacing light bulbs, fuses, fluorescent tubes, batteries in smoke or heat detectors, replacing plugs and chains on sinks, baths and basins, unblocking a sink (where they have caused the blockage)

If you lock yourself out of your home, you will be re-charged for a contractor to attend and allow you access to your property. If you lose your property keys which results in a lock change you will be re-charged for this.

In addition to the above, most tenants are also responsible for:

  • internal decorations, furniture, fixtures and fittings and any additional fixtures added by the tenant
  • replacing keys and locks to internal and external doors if lost, stolen or broken in the lock unless a crime reference number is provided
  • replacing cracked or broken glass (we will make safe only) unless a crime reference number is provided
  • TV aerials (except where these are maintained as part of a communal system), phone lines, satellite, cable TV and broadband to their own homes
  • general garden maintenance, including shrubs, patio area and garden sheds within self-contained gardens.
  • Repairs to garden fencing, gates and boundary walls to private gardens


Where a resident fails to carry out repairs for which they are responsible, SHS may carry out the work and recover the cost of the work from them. Once we have carried out the repair, it may then be appropriate to recharge the tenant in line with our Recharges policy.

Tenants will be recharged for replacement lock changes, keys, glazing if there is no associated police/crime reference number and out of hours callouts that relate to something that is a tenant’s responsibility.


Pest infestations in individual homes are usually the responsibility of the tenants, unless otherwise specified by the tenancy agreement.

Where an infestation has spread from a communal area or another home SHS is responsible for the removal.