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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

Decoration

Plastering

Floor coverings

Stairs & Woodwork

Windows

Heating & Gas

Electrics

Other plumbing

Kitchen

Bathroom

Doors

Private gardens & balconies

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Brick work including wallsPoplar HARCA / Leaseholder21 days
Make safe uneven or defective path to entry door causing potential hazardPoplar HARCA / Leaseholder1 hour
Path to entry doorPoplar HARCA / Leaseholder21 days
Rear path and patioPoplar HARCA / Leaseholder21 days
Repair or renew front gate only where provided by Poplar HARCAPoplar HARCA / Leaseholder21 days
Boundary walls and fencesPoplar HARCA / Leaseholder21 days
Timber decking, trellis work, pergolas or other garden features, structures & ornamentsTenant / LeaseholderWe 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 unsafePoplar HARCA / Leaseholder21 days
Repairs or renew garage doors and door locksPoplar HARCA / Leaseholder21 days
Clothes lines including tidydrys and rotary clothes driersTenant / LeaseholderWe do not carry out this work
Maintenance and upkeep of gardens, including grass cutting, pruning and weeding of borders, shrubs, hedges, ivy and treesTenant / LeaseholderWe do not carry out this work
Removal of rubbish and debrisTenant / LeaseholderWe do not carry out this work
Clearing of pigeon droppings regular cleaning prevents the problems from building upTenant / LeaseholderWe 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 advicePoplar HARCA / Leaseholder21 days
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Decoration

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Internal decorations to all parts of the propertyTenant / Leaseholder21 days (rechargeable)
Making good decorations following a repair except when caused by structural defect or water leakTenant / Leaseholder21 days (rechargeable)
Making good decorations following a repair due to structural defect or water leakPoplar HARCA / Leaseholder21 days
Cleaning and removal of mould growth as a result of life style conditionsTenant / Leaseholder21 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Plastering

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Minor cracks to plastered walls and ceilingsTenant / Leaseholder21 days (rechargeable)
Plaster repairs to walls and ceilings as specified by a Poplar HARCA surveyorPoplar HARCA / Leaseholder21 days
Repairs to artex or textured ceilingsPoplar HARCA / Leaseholder21 days
Coving and decorative plasterworkTenant / Leaseholder21 days (rechargeable)
Renew plasterboard ceiling or plaster to entire plaster wall as specified by a Poplar HARCA surveyorPoplar HARCA / Leaseholder21 days
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Floor coverings

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Make safe damage to waterproof flooring in kitchen & bathroom trip hazardPoplar HARCA / Leaseholder1 hour
Carpets and other floor coverings in living room, bedrooms & hallwaysTenant / LeaseholderWe do not carry out this work
Laminate flooring permission must be obtained from Housing Officer before installationTenant / LeaseholderWe do not carry out this work
Damage to carpets, laminate and other floor coverings after leakTenant / LeaseholderWe do not carry out this work
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Stairs & Woodwork

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Make safe loose or defective stair, newel post, balustrade, balusters, handrail and strings causing potential hazardPoplar HARCA / Leaseholder1 hour
Stairs, newel posts, balustrades, balusters, hand rails and stringsPoplar HARCA / Leaseholder21 days
Curtain rails, curtain battens and curtain hooksTenant / LeaseholderWe do not carry out this work
Skirtings, architraves, picture rails and dado railsTenant / Leaseholder21 days (rechargeable)
Make safe loose or defective timber floorboards causing potential hazardPoplar HARCA / Leaseholder1 hour
Timber floorboardsPoplar HARCA / Leaseholder21 days
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Windows

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
FramePoplar HARCA / Leaseholder21 days
Glazing, catches, hinges, locks and vents including ease and adjustPoplar HARCA / Leaseholder21 days
Replace lost keysTenant / LeaseholderWe do not carry out this work
Draught excludersTenant / Leaseholder21 days (rechargeable)
Board up or make safe window where crime reference number is providedPoplar HARCA / Leaseholder1 hour
Board up or make safe window where crime reference number is not providedTenant / Leaseholder1 hour (rechargeable)
Reglaze window following board-up where crime reference number is providedPoplar HARCA / Leaseholder21 days
Reglaze window following board-up where crime reference number is not providedPoplar HARCA / Leaseholder21 days (rechargeable)
Repair or renew any item following any damage caused by the police forcing entry to the premises for any reasonTenant / Leaseholder21 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Heating & Gas

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Total loss of heating and hot waterPoplar HARCA / Leaseholder1 hour
Cylinder, individual radiator, night storage heater or convectorPoplar HARCA / Leaseholder5 days
Bleeding radiatorsTenant / Leaseholder21 days (rechargeable)
Gas leak following National Grid attendancePoplar HARCA / Leaseholder1 hour
Alterations or installation of gas supply for cooking applianceTenant / LeaseholderWe do not carry out this work
Moving gas meterTenant / LeaseholderWe do not carry out this work
Gas bayonet and capTenant / Leaseholder5 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Electrics

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Reinstate electrics following loss of power supply to property which includes lighting or power circuits tenant to carry out appliance check firstPoplar HARCA / Leaseholder1 hour
Initial appliance check following loss of powerTenant / LeaseholderWe do not carry out this work
Sockets, light switches and pullcordsPoplar HARCA / Leaseholder5 days
Electrical test after a leakPoplar HARCA / Leaseholder1 hour
Individual electric storage heaterPoplar HARCA / Leaseholder5 days
TV aerial, cable TV or Satellite TV installations (non communal)Tenant / LeaseholderWe do not carry out this work
Additional TV aerial points/socketsTenant / LeaseholderWe do not carry out this work
Mains wired smoke alarm or CO alarm total failurePoplar HARCA / Leaseholder1 hour
Battery operated smoke alarm or CO alarmTenant / LeaseholderWe do not carry out this work
Extractor fanPoplar HARCA / Leaseholder5 days
Light bulbs, flourescent tubes, starters, appliance fuses or battery operated door bells and other sundry electrical itemsTenant / Leaseholder5 days (rechargeable)
Moving electricity metreTenant / LeaseholderWe do not carry out this work
Electrical appliances fitted as part of any adaptation works (includes items such as hoists)Poplar HARCA / Leaseholder1 hour
Stair lifts and through floor liftsPoplar HARCA / Leaseholder1 hour
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)
Immersion heater (where supplementary source to gas boiler)Poplar HARCA / Leaseholder5 days
Immersion heater (where main source of hot water)Poplar HARCA / Leaseholder1 hour

Other plumbing

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Burst pipe resident responsible for turning off stopcock and taking action to minimise damagePoplar HARCA / Leaseholder1 hour
Minor leak to hot and cold water pipe including running overflow resident responsible for taking action to minimise damagePoplar HARCA / Leaseholder3 days
Overhaul or renew stopcocks and gate valvesPoplar HARCA / Leaseholder3 days
Trace and remedy air locks and water hammerPoplar HARCA / Leaseholder5 days
Repair or renew water storage tankPoplar HARCA / Leaseholder21 days
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Kitchen

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Tighten and adjust kitchen cupboard door hinges and drawer frontsTenant / Leaseholder21 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 sinkTenant / Leaseholder21 days (rechargeable)
SinkPoplar HARCA / Leaseholder21 days
Tap to sinkPoplar HARCA / Leaseholder5 days
Mastic sealant to sink or worktopPoplar HARCA / Leaseholder5 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 / Leaseholder3 days
Plug & chain to sinkTenant / Leaseholder21 days (rechargeable)
Splash back tiles three courses highPoplar HARCA / Leaseholder21 days
Burst pipe resident responsible for turning off stopcock and taking action to minimise damagePoplar HARCA / Leaseholder1 hour
Minor leak to hot and cold water pipe resident responsible for taking action to minimise damagePoplar HARCA / Leaseholder3 days
Vinyl floor coveringPoplar HARCA / Leaseholder21 days
Cooker, hob or extractor hood or similar type appliancesTenant / LeaseholderWe do not carry out this work
Washing machine, its plumbing and connection to the main water supplyTenant / LeaseholderWe do not carry out this work
White goods supplied and maintained by Poplar HARCA refer to leasePoplar HARCA5 days
Cleaning and removal of mould growth as a result of life style conditionsTenant / Leaseholder21 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Bathroom

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
BathPoplar HARCA / Leaseholder21 days
Electric shower unit (disabled adaptation)Poplar HARCA / Leaseholder1 hour
Shower curtain and/or railTenant / Leaseholder21 days (rechargeable)
Flexible shower hoses and headTenant / Leaseholder21 days (rechargeable)
Wash hand basinPoplar HARCA / Leaseholder21 days
WC panPoplar HARCA / Leaseholder5 days
WC cistern including ball valve and syphonPoplar HARCA / Leaseholder3 days
WC flushing mechanism when only toilet in the propertyPoplar HARCA / Leaseholder1 hour
Tap to basin or bathPoplar HARCA / Leaseholder5 days
Bath panelTenant / Leaseholder21 days (rechargeable)
Plug & chain to basin or bathTenant / Leaseholder21 days (rechargeable)
Mastic sealant to basin, bath or showerPoplar HARCA / Leaseholder21 days
Toilet seat including tightening and adjustingTenant / Leaseholder21 days (rechargeable)
Toilet roll holderTenant / Leaseholder21 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 / Leaseholder3 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 / Leaseholder3 days
Splash back tiles to bath and wash hand basin three courses highPoplar HARCA / Leaseholder21 days
Burst pipe resident responsible for turning off stopcock and taking action to minimise damagePoplar HARCA / Leaseholder1 hour
Minor leak to hot and cold water pipe including running overflow resident responsible for taking action to minimise damagePoplar HARCA / Leaseholder3 days
Vinyl floor coveringPoplar HARCA / Leaseholder21 days
Bathroom and/ or WC doorPoplar HARCA / Leaseholder21 days
Bolt or lock on bathroom or WC doorTenant / Leaseholder21 days (rechargeable)
Bathroom cabinets or shaver lightsTenant / LeaseholderWe do not carry out this work
Cleaning and removal of mould growth as a result of life style conditionsTenant / Leaseholder21 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

Doors

Repair to Poplar HARCA installed item due to fair wear and tearResponsibilityResponse Time
Front or rear entry door, frame, catches, hinges or locks including ease and adjustPoplar HARCA / Leaseholder21 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 hourPoplar HARCA / Leaseholder3 days
Replace lost keysTenant / LeaseholderWe do not carry out this work
Repair or renew internal door, hinges or door handlesTenant / Leaseholder21 days (rechargeable)
Draught excludersTenant / Leaseholder21 days (rechargeable)
Oiling hingesTenant / Leaseholder21 days (rechargeable)
Shaving off the bottom of a door to fit over carpetsTenant / Leaseholder21 days (rechargeable)
Additional security, such as locks, chains and spy holeTenant / Leaseholder21 days (rechargeable)
Door furniture including numerals, knocker and letter boxTenant / Leaseholder21 days (rechargeable)
Secure, change lock or make safe entry door after break in crime reference number providedPoplar HARCA / Leaseholder1 hour
Secure, change lock or make safe entry door after break in crime reference number not providedTenant / Leaseholder1 hour (rechargeable)
Repair entry door following board-up where crime reference number is providedPoplar HARCA / Leaseholder21 days
Repair entry door following board-up where crime reference number is not providedTenant / Leaseholder21 days (rechargeable)
Repair or renew any item following any damage caused by the police forcing entry to the premises for any reasonTenant / Leaseholder21 days (rechargeable)
Any item installed by the residentTenant / Leaseholder21 days (rechargeable)
Any item damaged or neglected - either deliberately or accidentally - by the resident, their family or guestsTenant / Leaseholder21 days (rechargeable)

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