Housing repairs

The Council inspects all new units offered for use as temporary accommodation to make sure they are of an acceptable standard.

Condition of your home

It is a tenant's responsibility to keep the accommodation in a clean condition and to take good care of all furniture and fittings provided. 

There will be occasions when living conditions deteriorate over time, and repairs issues arise. Certain problems may develop following occupation that could not be identified while a property was vacant.

Ventilation and condensation

You should keep the property well ventilated to help reduce condensation and the risk of damp and mould. This may include regularly opening windows, using extractor fans where provided, and ensuring vents are not blocked.

Garden maintenance

If the garden forms part of your tenancy or licence agreement, you are responsible for keeping it reasonably maintained.

Emergency repairs

Emergency repairs must be reported to your property management agent in the first instance.

Emergency repairs include:

• fire damage – if there is a Fire in your home – immediately evacuate the property and call the Fire Brigade on 999 when outside.
• severe water leaks
• total loss of water
• unsafe gas or electricity
• gas leak in the home - If you suspect a gas leak, immediately evacuate the property, leave doors and windows open for ventilation, and call the UK National Gas Emergency Service on 0800 111 999 from outside
• partial or total loss of heating and/or hot water at any time of year
• blocked toilet or drain, in properties where there is only one toilet
• making the premises safe after a break-in
• gain access after tenant has lost keys
• blocked flue to open fire or boiler
• insecure external window, door or lock
• dangerous structures, for example floors, ceilings, walls 
• replacement of missing or badly damaged manhole covers

Guidance

How do I report a repair?

If you have a concern about your living conditions, you should always speak to your temporary accommodation managing agent in the first instance. You can find contact details for your TA Managing Agent in your tenancy or licence agreement which you would have been provided when moving into your home. 

You should only call the Council’s Housingline, telephone 020 7361 3008, if your TA Managing Agent does not respond effectively. In most cases, Housing staff will liaise with your TA Managing Agent to find a solution to the problem. 

How long will the repair take?

Emergency repairs

Emergency repairs are those that need to be done when a person, a home or surrounding homes are potentially in danger. Temporary accommodation managing agents aim to complete these repair works within five days of the repair being reported to them.

Interim arrangements should be made to make the situation safe and/or secure, for example, electric heaters should be made available to tenants while they have a loss of heating.

In all cases of emergency, including out of working hours, you must contact your property management agents Out of hours service line to report the emergency.

The councils out of hours service will only assist if you are homeless.

Non-emergency repairs

Temporary accommodation managing agents should aim to complete non-emergency repair works within 28 days of the repair being reported to them.

Where possible, interim arrangements should be made while works are carried out. Any associated remedial work, for example ‘making good’ the resulting damage, will usually take longer.

Damp and Mould repairs 

Under Awaab's Law, for temporary accommodation, managing agents should aim to investigate severe damp and mould within strict timeframes (such as 24 hours for emergency hazards posing a danger to health, or 10 working days for full investigations). 
 

Giving access to your home

The Council, the property managing agent, and any authorised contractors must be given access to the accommodation and the building in which it is located for the purpose of inspecting, maintaining, or repairing the property, including the structure, roof, exterior, and associated services. Access must be provided at all reasonable times by prior arrangement. Where an emergency arises, immediate access must be granted without delay.

Can I withhold my rent if the repair is not resolved?

As a tenant, you have no right to withhold rent. This could put you at risk of eviction.

What happens if I carry out repairs works myself?

Tenants do not have authority to undertake any repair works. If you do so, or pay someone to do them, you will not be reimbursed.

Things to consider when you move in

Heating and affordable warmth 

The Council recognises the increasing level of energy costs and how this can affect families. We try to only use properties for temporary accommodation that meet a minimum of Band D on the Energy Performance Certificate (EPC) that the temporary accommodation managing agent has to supply. 

When moving into a property, the temporary accommodation managing agent should always give you a clear explanation of how to operate the heating system. This should be done at the time of letting.  It is important to take careful note of this advice, since proper use will inevitably be the most cost effective. 

Carbon monoxide  (CO) 

Carbon monoxide is a poisonous and odourless gas that may be released from faulty appliances, most commonly boilers. There is a legal requirement for boilers to be inspected and certified annually by a registered gas engineer to prevent this.

The Council expects temporary accommodation managing agents to install and maintain carbon monoxide detector(s) to alert you to the presence of CO. We now encourage them to fit mains-operated devices.

Infestations 

The managing agent of your home is required to ensure properties are effectively proofed against certain pests such as mice, rats, and cockroaches. They are expected to carry out trapping or treatment programmes for whole blocks if necessary. 

It can normally take up to three treatments to completely eradicate an infestation. You can help by not leaving food out and storing food in containers and jars, rather than loose packaging. You will need to report any signs of infestation directly to your managing agent.

Electrical

The Council requires every dwelling to have a current and valid Electrical Safety Certificate. This should ensure that the general installation is safe.

Security

Accessible doors and windows should be in a satisfactory condition. They should be fitted with sufficient security devices to ensure that you can readily obtain home contents’ insurance.

Bathrooms 

There is no general requirement to install both a bath and shower facility.  

Fire Safety

Individual flats or houses should have smoke and heat detectors to alert you if there is a fire. These should be mains, rather than battery, operated. You should test your fire alarm system monthly to ensure it is in working order. Do not tamper with the alarms or attempt to remove the detectors from the ceiling. If you suspect your alarms are faulty, please raise this with RBKC who can arrange to have replacement detectors installed.

All kitchens, bedrooms and living rooms that open onto the hallway or stairs used to leave the home should have a suitable fire door. A suitable fire door should be fitted to every kitchen, bedroom and living room that opens directly onto the main hallway or staircase used as the escape route.

Your final exit door should be fitted with a thumb-turn lock rather than a lock that requires a key to open from the inside. In an emergency, keys may not be readily available, which could delay or prevent a safe evacuation from the property.

Where the front entrance door opens directly onto a protected escape route, it should be a suitable fire-resisting door. Fire doors are designed to resist the passage of fire and smoke for a specified period, typically a minimum of 30 minutes (FD30s). Such doors should be constructed from appropriate fire-resisting materials and be fitted with self-closing devices, intumescent strips, and smoke seals. The door leaf should also be of solid construction with a minimum thickness of 44 mm.

Condensation, damp and mould

Please visit Condensation, damp and mould for further information.

There are four types of damp that typically affect residential accommodation:

1. Rising: found in basements/ground floors, and caused by moisture rising upwards, often visible as a horizontal stain or tide-mark up to 1.5m above the earth. It may be associated with dry rot in adjacent skirting boards or timber flooring where fitted.
2. Penetrating: typically rainwater entering as a result of damaged roof coverings or drainage pipes.
3. Traumatic: due to accidental flooding, for example burst pipes or overflowing baths.
4. Condensation: often linked with green or black mould growth. This is caused by an imbalance between heating, insulation, ventilation, and moisture generated as a result of normal domestic activities such as bathing and cooking.

The first three types are generally straightforward to identify and carry out repair work. They could require major work, so your temporary accommodation managing agent will need to agree this with you beforehand. It is not possible to make a realistic assessment of damp caused by condensation without inspecting your home. 

What happens if works are not agreed or undertaken appropriately?

Step 1: Complain to your temporary accommodation managing agent

If you are unhappy with the service provided, you should first raise your complaint directly with your temporary accommodation managing agent and follow their complaints procedure.

Step 2: Escalate your complaint to the Council

If you have completed the managing agent's complaints process and remain dissatisfied with the outcome, you can then make a complaint through the Council's complaints procedure:

Complaints, Compliments and Feedback

Further information

• telephone: Housing Line 020 7361 3008 
• email: [email protected] 

If you are unhappy with the location of your temporary accommodation, raising issues of repairs will rarely result in the Council rehousing you. We would advise you to discuss any concerns you have with the location of your temporary accommodation with the Accommodation Solution Team.