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| Category | Repair | Responsibility |
|---|---|---|
| Heating | Gas central heating repairs | Twenty11 |
| Gas annual servicing | Twenty11 | |
| Electric night storage heaters/convector heaters/panel heaters | Twenty11 | |
| Fire installed by tenant (provided they got permission) | Tenant | |
| Fire installed by Twenty11 | Twenty11 | |
| Category | Repair | Responsibility |
| Doors, windows, and locks | Ease and adjust internal doors | Twenty11 |
| Replacing internal doors | Tenant | |
| Damaged glass on internal doors | Tenant | |
| Repairing/replacing internal door handles (wear and tear) | Twenty11 | |
| Repairing/replacing internal door handles (broken/damaged by tenant) |
Tenant | |
| External door handles, catches and locks | Twenty11 | |
| Window handles, catches and locks | Twenty11 | |
| Raising or lowering doors for new floor coverings | Tenant | |
| Lock change due to lost keys | Tenant | |
| Door numbers/knockers | Tenant | |
| Repairing letterboxes (not renewing) | Twenty11 | |
| Window frames | Twenty11 | |
| Broken glass in external door/window caused by tenant | Tenant | |
| Broken glass in external door/window caused by vandalism (must have crime refrence number) | Twenty11 | |
| Broken glass in external door/window caused by a contractor | Twenty11 | |
| Board broken glass | Twenty11 | |
| Ease and adjust external doors | Twenty11 | |
| Glass in communal windows/doors | Twenty11 | |
| Category | Repair | Responsibility |
| Flooring | Floor tiles fitted by Twenty11 | Twenty11 |
| Floor tiles fitted by tenant | Tenant | |
| Floor boards and joists | Twenty11 | |
| Fitting/replacing carpets | Tenant | |
| Replacing damaged lino (general wear and tear) | Twenty11 | |
| Replacing damaged lino (damaged by tenant) | Tenant | |
| Category | Repair | Responsibility |
| Walls and ceilings | Internal wall tiles fitted by Twenty11 | Twenty11 |
| Internal wall tiles fitted by tenant | Tenant | |
| Decorations in communal areas | Twenty11 | |
| Cracks in plasterwork (unless caused by tenant) | Twenty11 | |
| Hole in walls and ceiling (unless caused by tenant) | Twenty11 | |
| Damaged ceiling due to leak (not caused by tenant) | Twenty11 | |
| Painting and decorating following leak (not caused by tenant) | Twenty11 | |
| Painting and decorating (general upkeep) | Tenant | |
| Category | Repair | Responsibility |
| Plumbing | Taps fitted by Twenty11 | Twenty11 |
| Taps fitted by tenant | Tenant | |
| Internal blockages (sink, wash hand basin, bath, WC) | Tenant | |
| Maintaining pipe work to sink, basin, bath and WC (including supply pipe and waste pipe) such as leaks etc | Twenty11 | |
| Plumbing in dishwashers/washing machines | Tenant | |
| Shower installed by Twenty11 | Twenty11 | |
| Shower installed by tenant | Tenant | |
| Chains and plugs on sinks and baths | Tenant | |
| Dripping shower head/hose | Tenant | |
| Water meters | Tenant | |
| Leak on WC pan | Twenty11 | |
| Category | Repair | Responsibility |
| Bathroom | Damaged bath, basin, WC (damaged by tenant) | Tenant |
| Damaged bath, basin, WC (general wear and tear) | Twenty11 | |
| Renew toilet seat (unless elderly with no family/vulnerable) | Tenant | |
| Towel rails, hand rails and clothes dryers (unless fitted by Twenty11) | Tenant | |
| Shower curtains | Tenant | |
| Shaver socket (unless fitted by Twenty11) | Tenant | |
| Toilet roll holder | Tenant | |
| Mirrors | Tenant | |
| Category | Repair | Responsibility |
| Kitchen | Kitchen units installed by Twenty11 | Twenty11 |
| Kitchen units installed by tenant | Tenant | |
| Electric point for cooker | Twenty11 | |
| Cooker | Tenant | |
| Connecting a gas cooker | Tenant | |
| Category | Repair | Responsibility |
| Electrical items | Electrical wiring, sockets and light fittings | Twenty11 |
| Plastic casing over fluorescent tubes | Twenty11 | |
| Mains operated smoke alarms | Twenty11 | |
| Battery operated smoke alarms | Tenant | |
| Fuse box | Twenty11 | |
| Replacement fuses | Tenant | |
| Electric meter and supply of electricity | Tenant | |
| Extractor fan fitted by Twenty11 | Twenty11 | |
| Extractor fan fitted by tenant | Tenant | |
| Replacement light bulbs/fluorescent tubes/starter motors (unless elderly with no family/vulnerable) |
Tenant | |
| Supplying electrical appliances (cooker, washing machine, dishwasher, microwave, kettle) | Tenant | |
| Category | Repair | Responsibility |
| General | Coat hooks | Tenant |
| Curtain poles | Tenant | |
| Mould and condensation caused by tenant's lifestyle | Tenant | |
| Serious mould caused by rising damp | Twenty11 | |
| Staircase and handrails | Twenty11 |
| Category | Repair | Responsibility |
|---|---|---|
| Communal areas | Communal meter cupboards | Twenty11 |
| All communal areas including balconies, storage cupboards, drying areas and bin stores | Twenty11 | |
| Communal TV aerials | Twenty11 | |
| Communal rotary lines | Twenty11 | |
| Category | Repair | Responsibility |
| Roofing | Roofing repairs (missing tiles, roof leaks etc) | Twenty11 |
| Soffit and fascia boards | Twenty11 | |
| Chimney repairs | Twenty11 | |
| Chimney sweeping (clearance) | Tenant | |
| Category | Repair | Responsibility |
| Gardens and boundaries | Paths - from highway to front door | Twenty11 |
| Paths leading to back door | Twenty11 | |
| Patio in gardens | Tenant | |
| General upkeep of gardens | Tenant | |
| Boundary fencing/gates between neighbours | Tenant | |
| Boundary fencing/gates backing onto a public area (pathway, park, railway line etc) | Twenty11 | |
| Sheds - Brick (and/or attached to the house) | Twenty11 | |
| Shed - Wooden (gifted to tenants) | Tenant | |
| Greenhouses | Tenant | |
| Rotary washing line (unless communal) | Tenant | |
| Category | Repair | Responsibility |
| Drainage | Blocked gutters/downpipes | Twenty11 |
| Blocked gully drains | Tenant | |
| Blocked/overflowing maintenance hole (block of flats) | Twenty11 | |
| Blocked/overflowing maintenance hole (houses - in their boundary) | Tenant | |
| Category | Repair | Responsibility |
| General | Foundations | Twenty11 |
| External painting | Twenty11 | |
| Individual TV aerials | Tenant |