Repairs | mhs homes

Overview
Boilers, radiators, gas and hot water (central heating system)
Check if your repair is an emergency
Water leaks and plumbing
What to expect when you move in to your home
Disrepair claims
Pre-inspections and the repairs process
Be in and win £50

Please note: When booking a repair, there needs to be someone aged 18+ in the home.

We are legally required to carry out repairs to your home under the Landlord and Tenant Act 1985. This obligation covers both the structure and the exterior of your home or building.

Additionally, the law mandates that we maintain the systems that supply your home with gas, water, electricity, sanitation (including kitchen and bathroom plumbing), space heating, and water heating, ensuring they remain in working order.

Repairs backlog - a message

We're currently behind where we want to be with the time taken to complete repairs to our customers' homes and communal areas. We want to apologise for this.

We have plans in place to rectify this and are working to bring appointments forward. Our 'Be in and win' campaign is one example of this.

We will be contacting you to remind you of the repair you have raised and provide an update.

Please be assured we are working to bring these repairs forward where we can.

We’ll also be working with our newly formed customer Repairs and Asset Management Panel to help us shape the service and make improvements.

Types of repair

An emergency repair is something that will either cause serious damage to your home or put our customers in danger. We'll attend within 24 hours.
An urgent repair is a repair that could have the potential to cause harm to our customers, or damage a home or building if if's left. We attend an urgent repair within five working days.
A standard repair is a non-urgent repair that would not cause harm or risk of damage to your home or building. You can book these online at a date/time to suit you. We attend standard repairs within 20 working days.

If you want find out more about what to expect from our services please read our service standards.

Boilers, radiators, gas and hot water

Liberty Gas do all of these repairs including central heating so you'll need to call them on 0800 6345 385. See our boilers, radiators, gas and hot water help for more information.

Book a repair online

First, please check if your repair is an emergency.

If it’s not, please report your repair online in My Account. For the most common repairs you can choose an appointment time and even change it in your 'Repairs history' if you need to.

Don’t have My Account? Register now - you’ll need your tenancy reference number.

Book a repair by phone

Is your building less than one year old?

Repairs to homes that are less than one year old are sometimes called defects. We may need to deal with them differently – for example, through a contractor.

Responsibilities

Type of repair	Us	Customer	Comments
*Structure*
Roof	✓
Walls	✓
Chimney	✓
Guttering	✓
Floor coverings		✓	Except floor coverings in bathrooms & kitchens
Timber & concrete floors	✓
*Outside*
Access steps and pathways	✓
Drains & soakaways	✓
Garages	✓
Brick sheds	✓
Timber sheds and greenhouses	✓		If covered in their tenancy agreement - does not include gifted items from a former tenant or mhs homes
Tenant's own sheds & greenhouses		✓
Trees		✓	Unless causing damage to the structure of our property
Fencing and gate	✓		Unless customers own
Decoration (outside)	✓
Decoration (inside)		✓
Gardens		✓	Unless communal
Clothesline		✓	Unless they are communal
*Carpentry*
Lost keys		✓	May be recharged (open to meet customer's needs but charge if not vulnerable); no charge if vulnerable tenant
External doors and frames	✓
External door furniture	✓		Unless non-standard fittings customer fitted
Internal doors/frames/door furniture	✓		Unless non-standard fittings customer fitted
Kitchen Units & worktops	✓
Draught excluders to doors & windows	✓		Windows and doors form part of the structure of the property and should be mhs responsibility apart from draught excluders to doors
Small crack in plaster or walls		✓	Unless following a leak, decorating tenant responsibility - crack to be no bigger than 3mm width
*Glass*
Smashed glass	✓		The windows form the structure of the building so we are responsible for the boarding up and the reglazing, a Crime Reference Number will be required if they were smashed by others as this would be raised as an insurance job or rechargeable to the customer if deemed their responsibility
Condensation in double glazing	✓
Window keys & child/window restrictors	✓		Repair if in situ and install/replace if over ground level
*Electrical*
Light bulbs and fluorescent tubes		✓	Unless communal or long strip lighting, kitchen, or bathroom lights
Restore supply	✓
Repair or renew fittings	✓		Unless damaged by misuse
Repair extractor fan	✓
Smoke alarms	✓
TV aerials & satellite dishes		✓	Except for communal aerials
Intercoms for communal areas	✓
Doorbells		✓	Unless hard wired or for communal access
Cookers		✓	Unless Market Rent/Sheltered Scheme
Sockets	✓
White goods		✓	Unless Market Rent
*Other*
Fixtures and fittings		✓	Unless we have provided them
Pest control	✓		Unless stated otherwise in the pest policy
*Heating systems*
Gas heating	✓
Electric heating	✓
Solid fuel heating	✓
Chimney flues	✓
Chimney sweeping		✓	Unless a central heating appliance is installed in the fireplace
Coal bunker	✓		If we have provided it
*Plumbing*
Toilets, bath, basins & sinks	✓		Unless damaged by misuse
Leaking pipes, tanks & taps	✓
Replacing plugs to baths & sinks		✓
Blocked main drains	✓
Blocked toilet, showers, sinks & baths	✓		If they are blocked by misuse, we will recharge. Customer to attempt clearance through use of a plunger and/or products readily available. Persistent problems to be referred to mhs - recharges may apply for one off or repeated callout as a result of misuse
Shower unit	✓
Toilet seat		✓
Water supply	✓		Unless caused by the water company
Wall tiling	✓		If installed by mhs

Our performance

View our monthly performance reports to see how we're doing on repairs and other service areas.

Responsive Repairs Policy