Rechargeable repairs - Information for Tenants

It is your responsibility to carry out most repairs. However, in exceptional circumstances, the TMO may insist on undertaking certain repairs that will then be recharged to those responsible for the damage, repair or neglect.

All repairs are potentially rechargeable. Repairs can also be recharged retrospectively, as it may not become apparent until after the job is complete that the work is rechargeable. For example, if we repair a blocked toilet, and subsequently discover the fault was caused by a tenant flushing nappies down the toilet, we would recharge the tenant for the repair work.

The TMO will recharge you the cost of the repair for one or more of the following reasons:

• The repair was a result of an action by you, your relatives or guests.
• The repair was a result of work undertaken by you or by others on your behalf.
• The repair is your responsibility to undertake in accordance with your tenancy conditions.
• Another specific reason you are advised about.
• You may be charged for forced entry to your home if you fail to allow our gas contractors access for the annaul gas safety check.

Frequently asked questions about tenants' rechargeable repairs

When am I likely to be recharged?

What are the exceptions to the Tenancy Conditions?

I want to have my washing machine fitted. Will the TMO do the work?

How much will a rechargeable repair cost?

Why does it cost more for the TMO to do the work as a recharge repair?

Work has been undertaken to remove the danger/make safe but further work is needed. Will the TMO do it?

Is there a call-out fee?

What is the admin fee?

How long do I have to pay the recharge invoice?

What happens if I do not pay for the repair?

Will the TMO's contractor do the work for me privately?

Where can I get further help?

When am I likely to be recharged?

Rechargeable repairs fall into 2 categories:

• Repairs that the TMO view as essential to maintain health and safety, security and the integrity of the fabric of the building and where no immediate practical alternative exists.
• Repairs where a retrospective recharge is needed due to misuse of the property/installation, misleading information or further information on the cause.

Repairs are likely to be recharged in the following circumstances:

• Void properties – when a property is left in a state of disrepair
• Tenant neglect – where the resident wilfully neglects the property
• Residents causing damage to or misuse property – where they accept it is their responsibility yet request repairs

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What are the exceptions to the Tenancy conditions?

The following groups may be entitled to discretionary repairs where there are no other relatives or friends able to undertake the repair. Only the main or joint tenant will be entitled to discretionary repairs and proof of entitlement may be required. People in the following groups may be entitled:

• Physically disabled people or those with a long-term illness and on disability allowance
• Tenants over the age of 65
• Tenants with mental health problems
• Those living in sheltered accommodation

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I want to have my washing machine fitted. Will the TMO do the work?

No. The TMO will only undertake repairs that are a tenant's responsibility in very exceptional circumstances. The type of work does not include general repairs, improvements, or fitting domestic installations such as washing machines and other non-essential items.

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How much will a rechargeable repair cost?

Where possible the cost will be estimated prior to any work being carried out although this will not always be possible. A call-out fee of £65.00 may be incurred to diagnose the repair and an administrative charge of £45.00 will be charged in all cases. The cost for the actual repair will depend on what work is required. This cost is based on what the TMO pays the contractor for a repair in normal circumstances plus 17.5% VAT.

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Why does it cost more for the TMO to do the work as a recharge repair?

Reliable building companies can be found from directories, Yellow Pages, on-line or via friends and relatives experience. These companies compete within the repairs and maintenance commercial market and as such are likely to be cheaper than a repair arranged by the TMO.

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Work has been undertaken to remove the danger/make safe but further work is needed. Will the TMO do it?

The TMO will normally only undertake repairs that are a tenant's responsibility, to the extent of removing the danger. Any further reinstatement work would be for the tenant to undertake as necessary and to appropriate standards.

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Is there a call-out fee?

There is a £65.00 call-out fee where the work required cannot be reasonably assessed without the need for a contractor or TMO surveyor inspection. The fee does not allow for any work to be undertaken and is the fee for establishing what work is needed and any resulting administrative costs. You will not be charged an additional admin fee if a repair is undertaken.

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What is the admin fee?

There is a £45.00 admin fee based on the cost of processing straightforward repairs, which includes administrative costs to ensure other tenants do not have to subsidise rechargeable repairs.

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How long have I got to pay the recharge invoice?

The timescale is a maximum 21 days from the date we send the invoice.

What happens if I don't pay for the repair?

If you fail to pay the invoice in full within the 21 day period and you have not contacted us to advise why you have not paid the invoice, the TMO may pass responsibility for collecting the debt to a collection agency or your case may be referred to the small claims court. Any costs associated with collecting the debt will increase the amount of money you owe the TMO.

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Will the TMO's contractor do the work for me privately?

The TMO's maintenance contractors are contracted to undertake repairs ordered by TMO staff only. Most of our contractors prefer not to do work directly for tenants. Any arrangement made between a tenant and a contractor used by the TMO is a matter between the contractor and the tenant. The TMO will not accept any responsibility for the repair progress or quality.

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Where can I get further help?

You can get further advice from the TMO's Customer Services Centre on free phone 0800 137 111.

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