Sometimes you may have to pay for repairs we do – we call these rechargeable repairs.

A rechargeable repair usually happens when a customer, their family member or a visitor causes damage in a home that isn’t everyday wear and tear. Rechargeable repairs include things like:

• Damage to sinks and toilets
• Broken doors or windows
• Flooding from faulty appliances, such as your washing machine or dishwasher
• Lost keys
• Faulty DIY, or changes you’ve made to your home without permission

If you have an issue like this, you can arrange for it to be repaired yourself but the work must follow health and safety requirements. If we fix something that you’re responsible for, or a repair you’ve made, we may charge you for this work. We’re not responsible for repairing anything you’ve installed without our permission.