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Tenant responsibility for maintenance and repairs

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Fixing repair issues

As a Camden tenant, you're responsible for some repairs inside and outside your home.  

Before reporting a repair issue, check the following list of tenant responsibilities.

If you're responsible for a repair, you can find a tradesperson or use our recharge service. You're responsible for replacing any stolen or damaged items in your home. We recommend you have contents insurance. 

If we're responsible for fixing an issue, report a repair.

Bathrooms

Your responsibility

You're responsible for: 

  • replacing or fixing plugs and chains to baths, sinks and wash hand basins 
  • replacing or fixing shower heads and toilet seats  
  • changing light bulbs and fluorescent tubes or starters
  • cleaning stains on sinks, wash hand basins, baths, showers and toilets 
  • ceramic tiles on splashbacks around basins and baths 
  • sealant around baths 
  • repairing damage to plumbing fixtures such as toilets, sinks or showers caused by misuse or accidents

Watch our repair videos to:

Our responsibility

We're responsible for replacing or repairing bath panels if they are damaged during work carried out by us.

Communal areas

Your responsibility

You're responsible for keeping corridors and shared areas clear for emergency services and repair staff.

Our responsibility

We're responsible for repairs to: 

  • estate roads and paths 
  • estate lighting
  • lighting in shared areas of buildings
  • communal hallways and staircases 
  • boundary walls and fences 
  • rubbish chutes and bin chambers 
  • communal lifts 
  • unblocking communal waste pipes

Decoration  

You're responsible for maintaining, repairing or replacing the decoration in your home. 

Watch our videos on how to: 

Doors and door frames 

Your responsibility

You're responsible for: 

  • replacing lost or damaged keys for your front door and getting back into your home 
  • additional security locks 
  • internal doors, locks, hinges and handles (except if your kitchen door is a fire door) 
  • letter boxes, door numbers and security chains 
  • replacing broken glass or glazing, unless it’s after a burglary and you can provide a police crime reference number  

Our responsibility

We're responsible for: 

  • front door and frame 
  • front and back door locks 
  • your kitchen door if it’s a fire door 
  • door entry systems including intercoms
  • boarding up broken glass in external doors 

Floors and flooring

Your responsibility

You're responsible for floor coverings, such as carpets. 

Our responsibility

We're responsible for replacing floorboards. 

We will not repair or install laminate flooring. We're not responsible for damage to laminate flooring if it's removed during another repair. 

Gas and electrics

Your responsibility

You're responsible for: 

  • changing light bulbs
  • changing fluorescent tubes or starters 
  • your own gas and electricity supply, including working with your supplier to resolve any issues 
  • faults or connections on your domestic appliances such as fridges, cookers or anything else you’ve installed 
  • electrical plugs, including fuses
  • boxing in pipework

Find out more about installing gas appliances and servicing.

Our responsibility

We're responsible for: 

  • annual gas safety checks 
  • maintaining and repairing any heating and hot water appliances we've installed.
  • the gas supply from the gas meter to your appliances
  • the electricity supply between the meter and the electrical sockets in your home

Kitchens

Your responsibility

You're responsible for:

  • ceramic tiles on splashbacks around sinks and worktops
  • replacing or repairing damaged kitchen units, including cupboard doors, shelves, handles, drawers and work tops
  • cleaning stains on sinks
  • changing light bulbs
  • changing fluorescent tubes or starters
  • unblocking kitchen sinks

Watch our repair videos to:

Outside areas

Your responsibility

You're responsible for: 

  • clearing rubbish from gardens or balconies  
  • maintaining private gardens  
  • keeping drains clear and removing minor blockages  
  • keeping shared spaces and walkways clear

Remember not to pour fat and oil down drains. If you have, do not use chemicals to clear them. If chemicals have been used, tell the repairs team. 

Our responsibility

We're responsible for: 

  • repairing the roof 
  • repairing brickwork 
  • damp-proof work 
  • clearance of guttering where damage is being caused 
  • repairs and maintenance for communal TV aerials and dishes 
  • repairs and maintenance of gullies and drains 

Walls and ceilings

Your responsibility

You're responsible for: 

  • surface cracks to wall and ceiling plaster 
  • internal decoration 
  • ceramic tiles on splashbacks around sinks, worktops, basins and baths

Watch our repair videos to:

Our responsibility

We're responsible for: 

  • internal walls, skirting boards, and plasterwork 
  • replacing internal wall tiles and panels 
  • plasterwork unless it has been damaged through misuse 

Water supply, plumbing and leaks 

Your responsibility

You're responsible for: 

  • unblocking kitchen sinks, wash hand basins and bath waste pipes 
  • boxing in any bare pipes 
  • repairing damage to plumbed items such as toilets, sinks or showers if it's a result of misuse or accidents 
  • taking reasonable steps to reduce condensation in your home, watch how to prevent condensation, damp and mould 

Do not use chemicals to try to unblock sinks.

Find out more about your water supply.

Our responsibility

We're responsible for: 

  • the water supply from the meter or stopcock outside your home to fittings that use water inside your home 
  • hot and cold water pipework and water tanks 
  • repairing any boxing for pipework that we've previously installed
  • maintenance of heat metering equipment 
  • unblocking main drains and soil pipes connected to your home 
  • maintenance of cold-water tanks and hot-water cylinders 

Do not use chemicals to try to unblock a drain. If you have, let the repair team know when you report the issue.

Windows

Your responsibility

You're responsible for: 

  • installing secondary glazing, or repairs to secondary glazing not installed by us
  • replacing broken glass or glazing, unless it’s after a burglary and you can provide a police crime reference number 
  • window catches and stays, security locks or replacement keys (except window restrictors) 

All windows above the ground floor should have restrictors, also known as 'jack locks'. If you do not have window restrictors inside your home, we'll fit them for you. Do not try to fix your own restrictors. Find out more about window safety.

Our responsibility

We're responsible for: 

  • window frames 
  • boarding up broken glass in external windows 
  • fitting window restrictors or ‘jack locks’ for homes above the ground floor