Repairs Responsibilities

The information below outlines which repairs responsibilities belong to Poplar HARCA, and which to tenants and leaseholders.

  • If you need extra assistance with repairs that are your own responsibility please let us know, as in certain circumstances we may be able to help.
  • Sometimes we need to replace an item because it is no longer possible to repair it. New fixtures and fittings will usually be installed within 21 days.

For further information, check your tenancy agreement or lease, especially about guardianship, Shared Ownership, affordable rent, and market rent homes.

Private gardens & balconies

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Brick work including walls Poplar HARCA / Leaseholder 21 days
Make safe uneven or defective path to entry door causing potential hazard Poplar HARCA / Leaseholder 1 hour
Path to entry door Poplar HARCA / Leaseholder 21 days
Rear path and patio Poplar HARCA / Leaseholder 21 days
Repair or renew front gate only where provided by Poplar HARCA Poplar HARCA / Leaseholder 21 days
Boundary walls and fences Poplar HARCA / Leaseholder 21 days
Timber decking, trellis work, pergolas or other garden features, structures & ornaments Tenant / Leaseholder We do not carry out this work
Garages, sheds, bin stores and outbuildings where we provide them although we may remove, and not replace,them if they become unsafe Poplar HARCA / Leaseholder 21 days
Repairs or renew garage doors and door locks Poplar HARCA / Leaseholder 21 days
Clothes lines including tidydrys and rotary clothes driers Tenant / Leaseholder We do not carry out this work
Maintenance and upkeep of gardens, including grass cutting, pruning and weeding of borders, shrubs, hedges, ivy and trees Tenant / Leaseholder We do not carry out this work
Removal of rubbish and debris Tenant / Leaseholder We do not carry out this work
Clearing of pigeon droppings regular cleaning prevents the problems from building up Tenant / Leaseholder We do not carry out this work
Assessment of works to prevent pigeon nesting including netting balconies if you have a serious pigeon infestation please speak to us for advice Poplar HARCA / Leaseholder 21 days
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Decoration

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Internal decorations to all parts of the property Tenant / Leaseholder 21 days (rechargeable)
Making good decorations following a repair except when caused by structural defect or water leak Tenant / Leaseholder 21 days (rechargeable)
Making good decorations following a repair due to structural defect or water leak Poplar HARCA / Leaseholder 21 days
Cleaning and removal of mould growth as a result of life style conditions Tenant / Leaseholder 21 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Plastering

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Minor cracks to plastered walls and ceilings Tenant / Leaseholder 21 days (rechargeable)
Plaster repairs to walls and ceilings as specified by a Poplar HARCA surveyor Poplar HARCA / Leaseholder 21 days
Repairs to artex or textured ceilings Poplar HARCA / Leaseholder 21 days
Coving and decorative plasterwork Tenant / Leaseholder 21 days (rechargeable)
Renew plasterboard ceiling or plaster to entire plaster wall as specified by a Poplar HARCA surveyor Poplar HARCA / Leaseholder 21 days
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Floor coverings

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Make safe damage to waterproof flooring in kitchen & bathroom trip hazard Poplar HARCA / Leaseholder 1 hour
Carpets and other floor coverings in living room, bedrooms & hallways Tenant / Leaseholder We do not carry out this work
Laminate flooring permission must be obtained from Housing Officer before installation Tenant / Leaseholder We do not carry out this work
Damage to carpets, laminate and other floor coverings after leak Tenant / Leaseholder We do not carry out this work
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Stairs & Woodwork

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Make safe loose or defective stair, newel post, balustrade, balusters, handrail and strings causing potential hazard Poplar HARCA / Leaseholder 1 hour
Stairs, newel posts, balustrades, balusters, hand rails and strings Poplar HARCA / Leaseholder 21 days
Curtain rails, curtain battens and curtain hooks Tenant / Leaseholder We do not carry out this work
Skirtings, architraves, picture rails and dado rails Tenant / Leaseholder 21 days (rechargeable)
Make safe loose or defective timber floorboards causing potential hazard Poplar HARCA / Leaseholder 1 hour
Timber floorboards Poplar HARCA / Leaseholder 21 days
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Windows

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Frame Poplar HARCA / Leaseholder 21 days
Glazing, catches, hinges, locks and vents including ease and adjust Poplar HARCA / Leaseholder 21 days
Replace lost keys Tenant / Leaseholder We do not carry out this work
Draught excluders Tenant / Leaseholder 21 days (rechargeable)
Board up or make safe window where crime reference number is provided Poplar HARCA / Leaseholder 1 hour
Board up or make safe window where crime reference number is not provided Tenant / Leaseholder 1 hour (rechargeable)
Reglaze window following board-up where crime reference number is provided Poplar HARCA / Leaseholder 21 days
Reglaze window following board-up where crime reference number is not provided Poplar HARCA / Leaseholder 21 days (rechargeable)
Repair or renew any item following any damage caused by the police forcing entry to the premises for any reason Tenant / Leaseholder 21 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Heating & Gas

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Total loss of heating and hot water Poplar HARCA / Leaseholder 1 hour
Cylinder, individual radiator, night storage heater or convector Poplar HARCA / Leaseholder 5 days
Bleeding radiators Tenant / Leaseholder 21 days (rechargeable)
Gas leak following National Grid attendance Poplar HARCA / Leaseholder 1 hour
Alterations or installation of gas supply for cooking appliance Tenant / Leaseholder We do not carry out this work
Moving gas meter Tenant / Leaseholder We do not carry out this work
Gas bayonet and cap Tenant / Leaseholder 5 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Electrics

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Reinstate electrics following loss of power supply to property which includes lighting or power circuits tenant to carry out appliance check first Poplar HARCA / Leaseholder 1 hour
Initial appliance check following loss of power Tenant / Leaseholder We do not carry out this work
Sockets, light switches and pullcords Poplar HARCA / Leaseholder 5 days
Electrical test after a leak Poplar HARCA / Leaseholder 1 hour
Individual electric storage heater Poplar HARCA / Leaseholder 5 days
TV aerial, cable TV or Satellite TV installations (non communal) Tenant / Leaseholder We do not carry out this work
Additional TV aerial points/sockets Tenant / Leaseholder We do not carry out this work
Mains wired smoke alarm or CO alarm total failure Poplar HARCA / Leaseholder 1 hour
Battery operated smoke alarm or CO alarm Tenant / Leaseholder We do not carry out this work
Extractor fan Poplar HARCA / Leaseholder 5 days
Light bulbs, flourescent tubes, starters, appliance fuses or battery operated door bells and other sundry electrical items Tenant / Leaseholder 5 days (rechargeable)
Moving electricity metre Tenant / Leaseholder We do not carry out this work
Electrical appliances fitted as part of any adaptation works (includes items such as hoists) Poplar HARCA / Leaseholder 1 hour
Stair lifts and through floor lifts Poplar HARCA / Leaseholder 1 hour
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)
Immersion heater (where supplementary source to gas boiler) Poplar HARCA / Leaseholder 5 days
Immersion heater (where main source of hot water) Poplar HARCA / Leaseholder 1 hour

Other plumbing

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Burst pipe resident responsible for turning off stopcock and taking action to minimise damage Poplar HARCA / Leaseholder 1 hour
Minor leak to hot and cold water pipe including running overflow resident responsible for taking action to minimise damage Poplar HARCA / Leaseholder 3 days
Overhaul or renew stopcocks and gate valves Poplar HARCA / Leaseholder 3 days
Trace and remedy air locks and water hammer Poplar HARCA / Leaseholder 5 days
Repair or renew water storage tank Poplar HARCA / Leaseholder 21 days
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Kitchen

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Tighten and adjust kitchen cupboard door hinges and drawer fronts Tenant / Leaseholder 21 days (rechargeable)
Refix loose or detached cupboard doors and drawer fronts tenant must retain original door/ drawer front - if it is missing the closest match will be found but it may not match the rest of the kitchen sink Tenant / Leaseholder 21 days (rechargeable)
Sink Poplar HARCA / Leaseholder 21 days
Tap to sink Poplar HARCA / Leaseholder 5 days
Mastic sealant to sink or worktop Poplar HARCA / Leaseholder 5 days
Clear blocked sink where tenant has tried to clear and problem remains Please note: this will be a recharge to the resident if the blockage could have been prevented or cleared by the resident (e.g. fat, fish scales) Poplar HARCA / Leaseholder 3 days
Plug & chain to sink Tenant / Leaseholder 21 days (rechargeable)
Splash back tiles three courses high Poplar HARCA / Leaseholder 21 days
Burst pipe resident responsible for turning off stopcock and taking action to minimise damage Poplar HARCA / Leaseholder 1 hour
Minor leak to hot and cold water pipe resident responsible for taking action to minimise damage Poplar HARCA / Leaseholder 3 days
Vinyl floor covering Poplar HARCA / Leaseholder 21 days
Cooker, hob or extractor hood or similar type appliances Tenant / Leaseholder We do not carry out this work
Washing machine, its plumbing and connection to the main water supply Tenant / Leaseholder We do not carry out this work
White goods supplied and maintained by Poplar HARCA refer to lease Poplar HARCA 5 days
Cleaning and removal of mould growth as a result of life style conditions Tenant / Leaseholder 21 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Bathroom

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Bath Poplar HARCA / Leaseholder 21 days
Electric shower unit (disabled adaptation) Poplar HARCA / Leaseholder 1 hour
Shower curtain and/or rail Tenant / Leaseholder 21 days (rechargeable)
Flexible shower hoses and head Tenant / Leaseholder 21 days (rechargeable)
Wash hand basin Poplar HARCA / Leaseholder 21 days
WC pan Poplar HARCA / Leaseholder 5 days
WC cistern including ball valve and syphon Poplar HARCA / Leaseholder 3 days
WC flushing mechanism when only toilet in the property Poplar HARCA / Leaseholder 1 hour
Tap to basin or bath Poplar HARCA / Leaseholder 5 days
Bath panel Tenant / Leaseholder 21 days (rechargeable)
Plug & chain to basin or bath Tenant / Leaseholder 21 days (rechargeable)
Mastic sealant to basin, bath or shower Poplar HARCA / Leaseholder 21 days
Toilet seat including tightening and adjusting Tenant / Leaseholder 21 days (rechargeable)
Toilet roll holder Tenant / Leaseholder 21 days (rechargeable)
Blocked basin, bath or shower where tenant has tried to clear and problem remains Please note: this will be a recharge to the resident if the blockage could have been prevented or cleared by the resident (e.g. hair) Poplar HARCA / Leaseholder 3 days
Clear blocked WC where tenant has tried to clear and problem remains Please note: this will be a recharge to the resident if the blockage could have been prevented or cleared by the resident (e.g. flushing of nappies, wipes) Poplar HARCA / Leaseholder 3 days
Splash back tiles to bath and wash hand basin three courses high Poplar HARCA / Leaseholder 21 days
Burst pipe resident responsible for turning off stopcock and taking action to minimise damage Poplar HARCA / Leaseholder 1 hour
Minor leak to hot and cold water pipe including running overflow resident responsible for taking action to minimise damage Poplar HARCA / Leaseholder 3 days
Vinyl floor covering Poplar HARCA / Leaseholder 21 days
Bathroom and/ or WC door Poplar HARCA / Leaseholder 21 days
Bolt or lock on bathroom or WC door Tenant / Leaseholder 21 days (rechargeable)
Bathroom cabinets or shaver lights Tenant / Leaseholder We do not carry out this work
Cleaning and removal of mould growth as a result of life style conditions Tenant / Leaseholder 21 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

Doors

Repair to Poplar HARCA installed item due to fair wear and tear Responsibility Response Time
Front or rear entry door, frame, catches, hinges or locks including ease and adjust Poplar HARCA / Leaseholder 21 days
Lock change to front or rear entry door lock fault or genuine wear and tear Please note: when a tenant is unable to disable the faulty lock and use a secondary lock; is locked out of the proerty or trapped inside their home due to a faulty lock we will arrnage for contractors to attend withing the hour Poplar HARCA / Leaseholder 3 days
Replace lost keys Tenant / Leaseholder We do not carry out this work
Repair or renew internal door, hinges or door handles Tenant / Leaseholder 21 days (rechargeable)
Draught excluders Tenant / Leaseholder 21 days (rechargeable)
Oiling hinges Tenant / Leaseholder 21 days (rechargeable)
Shaving off the bottom of a door to fit over carpets Tenant / Leaseholder 21 days (rechargeable)
Additional security, such as locks, chains and spy hole Tenant / Leaseholder 21 days (rechargeable)
Door furniture including numerals, knocker and letter box Tenant / Leaseholder 21 days (rechargeable)
Secure, change lock or make safe entry door after break in crime reference number provided Poplar HARCA / Leaseholder 1 hour
Secure, change lock or make safe entry door after break in crime reference number not provided Tenant / Leaseholder 1 hour (rechargeable)
Repair entry door following board-up where crime reference number is provided Poplar HARCA / Leaseholder 21 days
Repair entry door following board-up where crime reference number is not provided Tenant / Leaseholder 21 days (rechargeable)
Repair or renew any item following any damage caused by the police forcing entry to the premises for any reason Tenant / Leaseholder 21 days (rechargeable)
Any item installed by the resident Tenant / Leaseholder 21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guests Tenant / Leaseholder 21 days (rechargeable)

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