Ways To Report A Repair 

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.

If your query is not urgent, you can fill out the form and find all our contact information on this page.

Repair Responsibilities

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?

OUR RESPONSIBILITIES

  • 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.
  • Chimneys.
  • Fireplaces, fitted fires and central heating systems, including boilers.
  • Gas pipes and appliances we have provided (unless Accent has 'gifted' these to you).
  • 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).
  • Painting.
  • 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.

YOUR RESPONSIBILITIES

  • 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

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