You can report a repair by calling our technical hub team on 0345 678 0555.
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 repairs you have reported.
If your query is not urgent, you can fill out the form and find all our contact information on this page.
As a valued customer who rents your home from us, it is our responsibility to provide you with a repairs and maintenance service which makes sure your home stays safe, warm, secure and in good working order.
Many of those responsibilities are included in our repair, maintenance and replacement service, but you also have some responsibilities of your own to maintain, fix or replace items when needed.
As your landlord we're responsible for:
- The structure and outside of your home.
- Any fixtures and fittings we have provided.
- Any repairs or replacements in communal areas.
In addition to these, we've listed those repairs that are our responsibility, and those that are yours below…
Tenant's Repair Responsibilities
Whilst it is Accent's responsibility to deliver a reliable repairs service to our customers, it also a tenants responsibility to look after their home, ensuring that it is kept in good working order. This leaflet sets out who is responsible for what under the terms of your tenancy agreement.
Who repairs what?
- Basins or sinks – unless the damage has been caused deliberately.
- Appliances we have provided (unless Accent has 'gifted' these to you).
- Sealant around kitchen units and sanitary fittings.
- Replacing tap washers.
- Unblocking outside waste pipes.
- Upkeep of the water supply and water pipes.
- Fireplaces, fitted fires and central heating systems, including boilers.
- Gas pipes and appliances we have provided (unless Accent has 'gifted' these to you).
- Servicing of gas fires and fireplaces*
*Existing gas fires will be serviced annually, but not replaced when we view them to be beyond economical repair.
- Electrical wiring including sockets and switches.
- RCD (residual current device) fuses. Often referred to as a fuse board or box which are a safety measure, acting as a trip switch.
- Any repairs or replacement items in communal (shared) areas.
- Major cracks in walls or ceilings (for example, more than 5mm wide at any point).
- Door entry systems, including handsets and phones that we have provided.
- Any fixtures and fittings we have provided.
- Flooring in communal areas.
- Painting and decorating in communal areas.
- Pest control (not in your home, in communal areas only).
- Smoke and carbon monoxide alarms.
- Communal TV aerials and satellite dishes.
- Washing lines or rotary driers.
- Boundary walls, fences and gates that lead onto public footpaths or other public areas.
- Doors and doorsteps.
- Drains, gutters and outside pipes.
- Garages and brick-built stores (not sheds).
- Paths and walkways (where these are shared or form the main access to your home).
- Communal washing lines or rotary dryers that were provided or fitted by us.
- Window sills, catches, sash cords and window frames.
- Plumbing and the replacement of fixtures and fittings you have fitted.
- Replacing bath panels.
- Blocked baths, basins, sinks and showers.
- Broken toilet seats.
- New plugs and chains.
- Shower curtains, shower hoses and heads and riser rails replacements.
- Bleeding radiators and adjusting pressure.
- Replacing fluorescent tubes and starter motors.
- Re-setting trip switches in fuse boxes.
- Replacing light bulbs.
- Minor cracks in walls and ceilings (2mm or less is generally viewed as cosmetic).
- Replacing curtain poles, rails and tracks.
- Changing and re-hanging doors to allow for new carpets and flooring, including re-fixing draught excluders.
- Replacing, maintaining and fitting doorbells.
- Replacing and repairing inside doors and door 'furniture' (for example, handles and latches).
- Repairing or replacing flooring (except flooring we have provided in kitchens and bathrooms).
- Replacing lost or broken keys. We will replace communal keys and fobs, but we will recharge you for these.
- Letterbox repairs or replacements.
- Painting and decorating, including after any damage caused by a leak.
- Pest control (in your own home).
- TV aerials or satellite dishes.
- Window glazing and handles.
- Replacing dustbins.
- Keeping gardens tidy, including looking after hedging and trees.
- Replacing and repairing fencing, gates and walls unless they border a public footpath or road.
These short films have been created to provide a quick and easy step by step guide to essential home maintenance and repairs
Bleeding the radiators in your home
Watch our step by step video showing you how to bleed a radiator
Cleaning your shower head
Watch our step by step video showing you how to clean a shower head
Fitting a toilet seat
A guide on how to fit a replacement toilet seat
Dealing with a gas leak
This video provides advice about what to do in the event of a gas leak in your home
Isolating your water supply
Watch our step by step video showing how to isolate your water supply
Preventing damp and condensation
Practical advice on how to prevent condensation and damp in your home
Filling small cracks in plaster
A step by step guide demonstrating how to fill small cracks in plaster
Replacing a bulb or strip light
Watch our step by step video showing how to replace a bulb or strip light
Repressuring a boiler
This step by step video shows you how to repressure a boiler
Resetting the trip switches on your fuse box
A step by step guide to showing how to reset the trip switches on your fuse box
Unblocking a basin or sink
Watch our step by step video showing how to unblock a sink
Unblocking a toilet
Watch our step by step video showing how to unblock a toilet