The most convenient way to report a repair is via MyAccount. It only takes a few seconds to create an account, once you've registered you'll be able to report a repair 24 hours a day, 7 days a week. You can also check your repairs history, and stay updated on the status of any repair you have reported.

If your repair is urgent, we would recommend that you call our national contact centre on 0345 678 0555.

The information below outlines who is responsible for the repairs in your home. Not all repairs are covered, and the information should be used as a guide only. It's also worth remembering that any repair that is found to be due to neglect or damage will be the responsibility of the tenant. When this is the case the tenant will be charged in full.

Who repairs what?

INSIDE YOUR HOME

Our responsibility

  • Tap is leaking
  • Tap will not turn on or off
  • Basin is loose, cracked or broken*
  • Water is seeping between bath and wall
  • Electric shower does not work

Your responsibility

  • Basin or sink is blocked
  • Plug and chain is broken or missing
  • Shower is blocked (1st attempt)

*You will be responsible if repair is required due to neglect or damage

Your responsibility

  • Treating damp and condensation (Accent may be responsible if problem persists and has been caused by disrepair)

Our responsibility

  • Mains-powered smoke detector
  • Electric socket is loose
  • Fuse box/consumer unit not working properly

Your responsibility

  • Replacing batteries in a battery operated smoke detector
  • Light bulb needs replacing
  • Appliances such as cookers, fridges and TVs*

*Unless the appliance is the property of Accent

Our responsibility

  • Skirting board is loose
  • Floorboard is loose
  • Wall tiles are loose
  • Large repairs to plaster on ceiling or wall

Your responsibility

  • Decorating
  • Small cracks in plaster on wall
  • Small repairs to plaster on ceiling

Our responsibility

  • Storage heater is not working properly
  • Gas fire is not working (if owned by Accent)
  • Boiler is not working properly
  • No hot water

Your responsibility

  • Insulation jacket to cylinder is damaged/missing

Your responsibility

  • Adjusting internal doors when tenant has had new flooring fitted

 

Our responsibility

  • Unit door will not open or close properly
  • Drawer front needs repair
  • Worktop is loose or damaged

Our responsibility

  • Handle is broken

Your responsibility

  • Replacement keys if you have lost them

Our responsibility

  • Handrail is loose
  • Stair or tread is loose

Our responsibility

  • Faulty cistern

Your responsibility

  • Toilet is blocked (unless caused by faulty pipework)
  • Replacing broken toilet seats

Our responsibility

  • Water pipe is leaking
  • Cold-water tank is leaking
  • Dealing with frozen pipes

Your responsibility

  • Making sure pipes do not freeze and dealing with frozen pipes

Our responsibility

  • Window fitting is loose
  • Window glass has been broken by vandalism and tenant has a ‘Crime Reference Number’

OUTSIDE YOUR HOME

Our responsibility

  • Entryphone is not working
  • Concrete or tarmac path is damaged
  • Lighting in public area

Our responsibility

  • Door is sticking

Your responsibility

  • Replacement keys and gaining entry to your home if you have lost your keys

Our responsibility

  • Manhole cover is loose

Your responsibility

  • Gully is blocked (Accent is responsible after you have tried to unblock this)

Our responsibility

  • Garage door is loose

Your responsibility

  • Replacement keys and gaining entry to your garage if you have lost your keys

Our responsibility

  • Gate will not open or close properly
  • Step is loose
  • Concrete or tarmac is damaged

Your responsibility

  • Mowing and tidying your garden

Our responsibility

  • Plastic downpipe is loose
  • Gutter is blocked

Our responsibility

  • Chimney pot is loose
  • Tile is loose

Your responsibility

  • TV aerials or satellite dishes (unless it is a communal area e.g more than one household is affected)

PEST CONTROL

Your Responsibility

  • Dealing with infestation (Accent may be responsible if communal areas affected)

Repairs Handbook

This handbook provides information about the repairs we carry out in your home. It also explains what we need to know in order to arrange your repairs quickly and efficiently.

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