Council tenants - Who is responsible for repairs?
Important - you may be recharged for the cost of any works that are the result of damage or negligence caused by you or your visitors.
Council housing repairs
Report a repair
You can request a repair online. You can also request an update on an existing repair.
Emergency repairs
An emergency repair is when there is an immediate danger to health or safety. We will attend within 4 hours to make the situation safe. We may need to return to complete the full repair.
All emergencies must be reported by calling 020 8379 1000 – option 4, then option 2 for council housing repairs.
Emergency repairs include:
- burst pipes or major uncontainable leaks
- flooding sewage
- lift breakdown
- broken glazing which is a hazard
- unsecure front door or window (where there is a security risk)
- total loss of water or electrics
- unsafe or dangerous electrics
- toilet not flushing (only toilet)
New video call option for repairs
Starting in September, Enfield Council’s Repairs Service will introduce a new video call option to help diagnose repair issues more effectively. During a phone call with our repairs team, residents will be able to switch to video, allowing them to show the problem in real time.
Key points:
- Video calls will not be recorded, and no live video data will be stored
- Residents can choose whether to use video, and either party can end the video call at any time
- Any smartphone can receive a video call – there is no need to download an app
- To start a video call, just click ’Accept‘ on the link sent by the call handler during your conversation
Repair responsibilities
See our Housing repairs, maintenance and planned works policy (PDF, 413.29 KB).
Use our repair responsibility finder above, to check who is responsible for carrying out repairs.
If you are a leaseholder check the repair responsibilities (PDF, 208.2 KB).
Under certain circumstances, we may do repairs under our special repairs for vulnerable tenants.
If a fault is caused by you, your family or friends, or through negligence of failure to meet your obligations under your tenancy agreement, you must pay for repairs. If the damage is caused by vandalism, report the incident to the police and get a crime reference number before reporting the repair to us.
For more information, see our Rechargeable Repairs Policy (PDF, 169.84 KB).
Appointments
You will be offered an appointment for a surveyor to make an inspection, or for a contractor to do the repair. You must allow our staff or contractors into your home at any reasonable time to do repairs, inspections or improvement work.
We will give you at least 24 hours’ notice, except in an emergency. If it is an emergency and you do not let us in, we may force entry. Contact us if you cannot make an appointment on 020 8379 1000 – option 4, then option 2 for council housing repairs.
Condensation, damp and mould
For more information (including causes, treatment and prevention), see condensation, damp and mould.
Gas appliances
We service all gas appliances supplied by us every year and will leave a certificate confirming that they are safe and in good working order. If this has not been done, email chcompliance@enfield.gov.uk. As per your tenancy agreement, you must allow us into the property to service appliances. This applies to all properties where gas can be used.
Even if no appliances are connected or the only appliances belong to you, we need to check the pipework. We will take firm action against anyone who does not allow access for this. For more information, contact the HSE Gas Safety Advice Line on 0800 300363.
Asbestos
Our environmental services asbestos team survey homes we manage to identify materials containing asbestos and assess its condition. If necessary, they will arrange to remove or seal it (through our repairs team). If you have asbestos in your home, leave it alone, as it is safe if it is undamaged. If you think there is damaged asbestos in your home, please report it using the 'Choose a repair item' form above.
Letting standard
Our letting standard sets out the standard of repair and appearance you can expect when you move in. This means that your home will be clean and in a state of good repair. If you think your new home does not meet the letting standard, email lettings.council.housing@enfield.gov.uk.
Special repairs for vulnerable council tenants
The repairs below, which are usually a tenant's responsibility, will be carried out by us if we are sure that the repair or renewal is reasonably required, and you are a vulnerable tenant.
Vulnerable tenants include tenants who have characteristics that mean they are less able to cope with a situation which may impact on their health, safety, or wellbeing, and have an increased need for support. This can include the following:
- The tenant is above pension age, no person below pension age lives in the property, and they are in receipt of a means-tested benefit and do not have a funded carer
- The tenant has a mobility difficulty or serious visual impairment, there is no able-bodied adult living in the property, and they are in receipt of a means-tested benefit and do not have a funded carer
- The tenant has a learning difficulty which substantially restricts their ability to arrange the repairs, there is no existing support network, and they are in receipt of a means-tested benefit and they do not have a funded carer
- The tenant has a history of mental illness which substantially restricts their ability to arrange the repairs, there is no existing support network, and they are in receipt of a means-tested benefit and they do not have a funded carer
Examples of repairs included:
- Minor plastering work (excluding hairline cracks)
- Replacement of wall tiles (splashbacks only)
- Draught proofing
- Blocked sinks, baths and wash basins
- Repairs to fences and gates
- Replacement of cylinder jackets
- Replacement of tap washers
- Skirting boards
- Internal doors
- Cleaning and drying out after floods
The above repairs will not be carried out if the defect is due to the tenant's neglect or negligence.
Tenants renting privately
Tenants renting from a private landlord have the right to a decent standard of home, free from health and safety risks. If you're a private tenant and are having problems with disrepair, contact our Housing Enforcement team on 020 8379 1000, Monday to Friday, from 9am to 5pm.
Housing inspections
Our team works to improve housing conditions for tenants renting privately in the borough. Housing Enforcement Officers liaise with landlords and agents to fix disrepair. If the landlord is reluctant or refuses to carry out reported repairs, enforcement action may be taken.
The Department for Communities and Local Government have produced a repairs guide for landlords and tenants (PDF, 507.52 KB).
Preventing repair problems
A common problem that arises in many homes is condensation and mould growth. To prevent condensation:
- reduce moisture levels when cooking, cover boiling pans and do not leave kettles boiling
- dry washing outside or use the bathroom with the window open and the door shut
- do not dry washing on radiators
- if you use a tumble dryer, make sure it is ventilated to the outside air
- avoid using portable gas or paraffin heaters
- always keep the house warm and ventilated
- when using the bathroom and kitchen, keep the doors shut
- regularly check spots where air circulation is poor, for example, behind furniture and inside cupboards
Black mould is caused by condensation and can be removed with fungicides available in most DIY stores. After treatment and removal, the affected areas can be redecorated using anti-fungal paint.
If wallpaper is affected, it’s best to remove it and treat the wall. Damaged plaster may need to be removed, affected clothing should be dry cleaned and carpets should be shampooed and dried.
Access to council property for repairs
Access to property for repairs, inspections and servicing
To maintain your council property and carry out essential and routine repairs, we may occasionally need access to your home. Works we need to carry out can include:
- gas and other heating servicing and safety checks
- Electrical Installation Condition Reports
- Water Hygiene safety checks
- fire safety checks and associated servicing
- reactive repairs
- surveys to carry out property condition and safety inspections
- planned maintenance and upgrades
Aborted visits and denied access can pose health and safety risks to you and your household and your neighbours.
Planned works
If we're unable to gain access to your property to carry out planned works or repairs, we will follow a 3 stage process:
Stage 1
We will arrange an appointment for servicing or works. This will be confirmed in writing or by text message and provide at least 72 hours notice.
The only exception to this is emergency repair work where tenants are expected to remain at the property until the operatives arrive.
A reminder text will be sent 24 hours before the appointment.
If no one is at home at the time of the appointment, a phone call will be made at the property and we will wait 10 minutes before we abandon the appointment. A card will be left to tell you that we have attended the property.
Stage 2
Where no contact is made to rebook the appointment, we will make a further appointment and repeat the process in stage 1.
Stage 3
If stage 1 and 2 have been exhausted, we will make one final attempt to re-book the appointment. If we fail to get entry a third time, we will begin the legal process for access.
Emergency works
In certain circumstances, we may be required to gain immediate access to a property in the absence of the tenant or without consent. This is the case where there is a reasonable assumption of a health and safety threat to individuals or damage threat to the building. We will only do this in extreme cases and only if it is safe to do so.
Circumstances where emergency access is required include:
- a fire in the property
- structural damage that requires urgent attention
- water flowing from the building
- a strong smell of gas
- suspicion of a violent or criminal incident
- a serious concern for welfare
In such instances we will log all actions and keep photographic evidence. The property will be left safe and secure on completion.
If you're not satisfied with our handling of the access to property process, contact your Housing Manager in the first instance. Complaints will be investigated in line with our Corporate Complaints Policy (PDF, 302.59 KB).