Repairs – responsibilities and recharges
We want to make sure every Winchester City Council home is safe, secure and well-maintained.
This page explains how repairs work, who is responsible for them, and when you may be recharged for repair costs.
We apply this policy fairly, in line with our Housing Repairs Recharge Policy, the Housing Ombudsman Code, and the Regulator of Social Housing’s Home Standard.
On this page
— Right to repair
— Our responsibilities
— Your responsibilities
— When we may recharge you
— How recharges work
— Right to appeal
— When you leave your home
— Fairness and discretion
— Report or discuss a repair
Right to repair
You have the right to have certain urgent repairs completed quickly if they affect your health, safety or security.
If we don’t complete an eligible repair on time:
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You can ask for a second, approved contractor to do the work.
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If that contractor also fails to complete the work on time, you may be entitled to compensation.
See the Right to Repair Scheme in your Tenants’ Handbook.
Our responsibilities
We will:
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Maintain your home so it is safe, secure and weather-tight.
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Carry out repairs in line with the Decent Homes Standard and our Repairs Policy.
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Categorise repairs promptly when you report them.
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Keep you informed of progress and expected completion times.
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Carry out repairs safely, to a good standard, and within agreed timescales.
We are responsible for repairs to:
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The structure and exterior of your home
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Plumbing, heating and electrical systems
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Shared areas and communal services
Your responsibilities
You are responsible for looking after your home and completing small day-to-day repairs.
You must:
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Replace lost keys and gain entry if locked out
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Replace light bulbs, fuses, and plugs
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Maintain and safely install your own appliances (gas cookers must be installed by a Gas Safe registered engineer — you must send us the safety certificate within one week)
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Repair accidental damage caused by you, your family, visitors or pets
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Keep your home clean, safe and well-ventilated
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Maintain your garden and outdoor areas in a tidy condition, including fencing (pdf, 243kb).
You must not:
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Carry out unauthorised alterations
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Damage fixtures, fittings or property
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Block sinks, drains or toilets
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Misuse the emergency call-out service
When we may recharge you
You may be recharged if repair work or cleaning is required because of:
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Wilful damage, neglect or carelessness
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Unauthorised or poor-quality alterations
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Failure to keep your home clean and habitable
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Lost keys or forced entry due to lockouts
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Blocked pipes or drains caused by misuse
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Fire, flood or frost damage caused by neglect
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Emergency callouts that were not necessary
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Vandalism or damage caused by you, your household or visitors
We may also recharge you for:
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Removing rubbish, abandoned items or overgrown gardens when a tenancy ends
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Reinstating the home after unauthorised DIY or unsafe electrical work
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Council fixtures or fittings that are missing or damaged
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Costs associated with applying to court or recovering debts
If the damage was caused by a third party, you must report it to the police and give us the crime reference number.
If you can’t provide this, we may need to apply the recharge.
How recharges work
If a repair is identified as rechargeable:
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You will receive a written explanation of the reason and the estimated cost.
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You may be given the option to carry out the work yourself, to our approved standard and within an agreed timescale (usually within 25 working days).
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If the repair is urgent or a health and safety risk, we may complete it immediately and recharge you later.
If we do the work:
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An invoice will be sent to you within one month of the repair.
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You’ll have 28 days to pay.
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An administration fee of £20 may be added (this may increase with inflation).
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If you’re struggling to pay, we may be able to agree payment terms.
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Where tenants refuse liability, the recharge may still be applied in line with our policy.
We will always act fairly and consistently, with a clear audit trail for each recharge decision.
Right to appeal
If you disagree with a recharge, you have the right to appeal.
Write to the Repairs and Voids Manager within 15 working days of receiving your invoice, explaining why you’re appealing.
During the appeal, the invoice will be placed on hold.
We will always keep you informed and treat your appeal fairly and transparently.
When you leave your home
When your tenancy ends, you must:
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Remove all belongings, furniture and rubbish
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Leave your home clean, tidy and safe
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Repair any damage to decoration or fittings
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Restore any alterations that you made without permission
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We may require you to restore any authorised improvements to the property which impact on our ability to relet the property.
We will recharge you if we have to:
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Clear or clean the property
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Remove items left behind
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Repair damage or reinstate the home to our Void Standard
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Remove unsafe or unauthorised wiring, fixtures or fittings
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Replace missing council fixtures such as doors or kitchen units
If you are exchanging your home, we will identify any rechargeable repairs before the exchange. You can either fix them yourself or ask us to do them and accept the recharge.
Fairness and discretion
We will always:
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Apply recharges fairly and consistently
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Give you full information before applying a charge
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Exercise discretion in special circumstances (for example, hardship or vulnerability)
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Take legal action only where necessary and proportionate
Report or discuss a repair
01962 848 400 – option 1 for repairs
hhub@winchester.gov.uk
My Winchester Tenancy
If you have questions about a recharge or would like support, contact the Income Services Team or your Housing Officer.