Rechargeable Repairs
Most customers maintain their property and help keep repair visits low. That’s why we believe it’s only fair to charge for repairs caused by neglect or damage, where it goes beyond normal wear and tear.
What is a rechargeable repair?
As a Customer of PHG, you have the responsibility under your tenancy agreement to undertake repairs which have been caused to your home by damage or neglect, or by visitors who have been invited to your home. You will normally be recharged for repairs undertaken by the Group in the following circumstances:
- Where the repair is not the result of fair wear and tear and is not the Group’s legal responsibility
- When a contractor has attended and it is found that the repair is the responsibility of the Customer
What type of things might I be charged for?
The most common types of rechargeable repairs we undertake are:
- Accidental damage to windows, doors and internal fixtures or fittings
- Non-accidental breakages of glass where a crime reference number has not been obtained
- Breakages to sanitary ware - baths, wash basins, toilet basins and cisterns
- Floods from washing machines, basins, baths and toilet basins
- Blocked sinks or toilets
- Damage to doors and windows (where board up only would initially be actioned)
- Lost keys
- Removal of items after a Customer has moved out and subsequent cleaning of the property
- Damage caused during the execution of a warrant i.e. Police forced entry
- Overgrown and untidy gardens
What if I cannot afford to pay in full?
If you cannot pay for the repair all in one go. We operate a tariff for the most common rechargeable repairs we undertake a repayment plan over a longer period.
Once you have paid for the rechargeable repair in full the job will be raised and repair completed. As always, you have the option to complete your own repairs that are your responsibility, as long as you use a certified/qualified contractor. We may ask to survey works once completed.
This change does not affect your normal day to day repairs, and you can continue to request those as normal where there are property defects or fair wear and tear. This change only applies to rechargeable repairs where you or a visitor has caused damage or neglect, whether accidentally or intentionally.
Former Customers will be recharged by the Group if expenses are incurred for repairing, clearing or cleaning a property when it has been vacated, including if expense is incurred in redecoration due to the poor decorative order in which the property has been left.
It is advisable that Customers have their own contents insurance to cover any damage caused by them that the Group would deem as rechargeable.
Our Rechargeable Repairs Guide
Please read and download our Rechargeable Repairs Guide for a more detailed list of who is responsible for different type of repairs.
