Repairs responsibilities
This page sets out who is responsible for what when it comes to repairs.
Grand Union is responsible for maintaining:
- the structure and outside of the home
- the fixtures and fittings we have provided
- any communal areas
Customers are responsible for additional repairs if they, their family, or visitors cause the damage.
Here is a full breakdown of who is responsible for what.
| Bathroom / Kitchen / Plumbing | Responsibility | |
| Grand Union | Customer | |
| Basin or sink replacement | ✔ | |
| Bath panel replacement | ✔ | |
| Blocked bath, basin, sink and shower | ✔ | |
| Broken toilet seat | ✔ | |
| Plug or chain replacement | ✔ | |
| Pop up plug replacement | ✔ | |
| Plumbing/fitting customers own appliances. Must be undertaken to Gas Safe or NICEIC Regulations and certification provided to GUHG | ✔ | |
| Sealant replacement for kitchen units and sanitary fittings | ✔ | |
| Shower curtain replacement | ✔ | |
| Tap washer replacement (to stop dripping) | ✔ | |
| Unblocking of external waste pipes | ✔ | |
| Water supply and water pipes | ✔ | |
| Gas | Responsibility | |
| Grand Union | Customer | |
| Bleeding radiators and adjusting pressure | ✔ | |
| Chimneys | ✔ | |
| Fireplaces, fitted fires and central heating systems | ✔ | |
| Fires fitted by customer | ✔ | |
| Gas pipes and appliances by GUHG | ✔ | |
| Electrical | Responsibility | |
| Grand Union | Customer | |
| Electrical wiring including sockets and switches | ✔ | |
| Fluorescent tubes and starter motors | ✔ | |
| Fuse box – resetting of a trip switch | ✔ | |
| Fuses | ✔ | |
| Fuse on fuse board | ✔ | |
| Lightbulbs in encased lighting | ✔ | |
| Hard wired door bells | ✔ | |
| Internal | Responsibility | |
| Grand Union | Customer | |
| Communal areas (unless damage has been caused by the customer) | ✔ | |
| Cracks (minor in walls or ceilings. Generally smaller than the edge of £1 coin) | ✔ | |
| Cracks (major in walls or ceilings) | ✔ | |
| Curtain pole, rail or track replacement | ✔ | |
| Damage caused by customer to the property, fixtures or fittings | ✔ | |
| Door changes to accommodate carpets, including re-fixing of any draught excluders | ✔ | |
| Doorbell replacement or fitting (including batteries) | ✔ | |
| Doors and frames | ✔ | |
| Door hinges and skirting | ✔ | |
| Fixtures and fittings provided by GUHG | ✔ | |
| Fitting additional locks, catches, safety devices (spy hole, safety chain, burglar alarm etc.) | ✔ | |
| Fixtures customer has fitted (flooring, shelves, coathooks etc.) | ✔ | |
| Handles and latches on inside doors and cupboards | ✔ | |
| Keys or fobs | ✔ | |
| Painting and decorating including papering, woodwork and coving | ✔ | |
| Pests – general infestation of a neighbourhood | ✔ | |
| Pests – individual property | ✔ | |
| Smoke alarm (battery powered) testing or replacement | ✔ | |
| TV aerial or satellite dish customer have had fitted | ✔ | |
| TV aerial or satellite dish we have fitted for communal use | ✔ | |
| Walls, floors and ceilings | ✔ | |
| External | Responsibility | |
| Grand Union | Customer | |
| Boundary walls and fencing | ✔ | |
| Doors | ✔ | |
| Door steps | ✔ | |
| Drains, gutters and external pipes | ✔ | |
| Dustbin replacement (individual property) | ✔ | |
| Dustbin replacement (communal) | ✔ | |
| Fencing between gardens | ✔ | |
| Garages and stores (excluding sheds) | ✔ | |
| Gardens, including hedging and trees | ✔ | |
| Overall structure of the property | ✔ | |
| Painting | ✔ | |
| Paths and walkways where shared or main access to property | ✔ | |
| Roof | ✔ | |
| Walls | ✔ | |
| Washing lines or rotary dryers | ✔ | |
| Window sills, catches, sash cords and window frames | ✔ | |
| Windows (excluding glass, which is potentially rechargeable) | ✔ | |
You can also find more information about of what customers are expected to do in our Responsive Repairs Policy.
