Home ownership repairs and maintenance


For most shared ownership houses  we do not have any repairing responsibilities at all. The information below contains information for leaseholders and shared ownership leaseholders.

In the case of flats our repair responsibilities are usually confined to the main structure of the building in which you live including communal areas, walls, foundations and the roof. If your home is a flat, all electrical, plumbing, and drainage that is common to the building is also our responsibility.

You should check your lease to see what is our responsibility and what is your responsibility. You should seek legal advice if you are in any doubt.

Repairs and maintenance

We are committed to keeping all of our homes in excellent condition both now and in the future. We do this by:

  • redecorating the internal and external communal areas regularly. You may have to contribute towards the costs and we will consult with you before any works start.
  • providing a fast and efficient day-to-day repairs service backed up by expert advice and assistance from maintenance staff.

Condition of your home

It is your responsibility to keep the property clean, tidy, and free from vermin and pests.  Please contact your local authority Environmental Health Department for further advice.

You must not cause any obstruction or fire hazard in common areas. You must not store personal possessions in any common areas such as stairwells or leave any rubbish there or on the estate.  Your local authority may provide a collection service for a small fee.

Please note that when we remove items of rubbish from an estate the costs will be passed on to residents. Please do not store any rubbish, flammable or dangerous items in your home or garden.

How to report a repair

We put each repair that is reported to us in order of priority, based on how urgent it is. The following are examples of these priorities and how you can report a repair to us. Please note that emergency repairs will just make a problem safe in the short term and that you will probably need extra work completed at a later date.

Routine repair and service standard

We will generally respond to the faults or repairs within 20 working days, although we may set aside certain work that we will do in the future as part of our planned work.

  • Shared paths and fences that are part of the original property
  • Brickwork repairs
  • Gutters.

Urgent repair & service standard

We will inspect, and complete if possible, the following faults or repairs within five working days of you reporting them.

  • Leaking roof
  • Faulty shared outside door lock or door-entry phone.

Contact details

Call our Technical Services Advisors on 0300 500 6262 between 8am and 5pm Monday to Friday.

Email - info@chg.org.uk

Emergency repair and service standard

We will ‘make safe’ or complete the following faults or repairs within 24 hours of you asking.

  • Unsafe communal power, lighting, sockets or electrical fittings
  • Total loss of water supply (this is normally the water company’s responsibility)
  • Total loss of gas supply (this is normally the gas company’s responsibility)
  • Serious burst or leak in shared areas
  • Dangerous structural fault.

Contact details

Call our Technical Services Advisors on 0300 500 6262 between 8am and 5pm Monday to Friday.

Outside of these hours call our out-of-hours emergency repair service on 0300 500 6262.

Staff are available out of office hours and on bank holidays.

When you report a repair

When you report a repair, you will need to:

  • Tell us your name, full address and contact phone number; and
  • Give us as much information as possible about the problem as this will help us to make sure that we order the correct operative and parts.

Repairs to new homes

Repairs to new homes are usually managed by the builder for up to 12 months after they have been built. You should make a note of all the minor repairs that are needed and let our staff know about these during their inspection of your home. This will be just prior to the end of your first 12 months and is called the defects liability period. These repairs will be carried out shortly afterwards.

The plaster on the walls in new homes often cracks as it dries out. We recommend you do not decorate for the first nine months or so. Minor cracks can be filled before you apply paint or wallpaper. Urgent repairs such as leaks or electrical problems should be reported to our Technical Services Advisors or our Out of Hours Emergency Repair Service on 0300 500 6262 as they occur.

Over time you may require information about a number of things, on the following pages is a list of other related information available to you, which can be accessed via our website or by calling Customer Services on 0300 500 6262.