Getting repairs and maintenance done for your shared ownership home

How to get repairs and maintenance done

If the housing association needs to carry out repairs that are their responsibility, you should follow these steps.

1. Report the repair

Contact the housing association or managing agent.
Put it in writing (email or letter) and keep a record of all your correspondence.
Include photos and explain if it’s urgent (for example, a leak or safety issue).
Keep a note of any missed appointments or call backs.
If you speak to someone, keep a record of what is said and who you speak to.

Under the Housing Ombudsman’s Complaint Handling Code, your landlord must have a clear and accessible complaints process published on the housing association website.
You should give the landlord a clear deadline for fixing the problem.

Do not arrange major works and expect the housing association to pay you back unless you have agreed with them beforehand.
Continue to pay rent and service charges – you could be in breach of your lease if you do not keep up with these payments.

Get legal advice on forcing the housing association to do the repairs.
It’s costly going to court and you should only take this route if you have no other option.

Your rights to be consulted about major works or long-term agreements for your building

Topic - Costs and charges

You and your landlord's repair responsibilities, getting repairs and water leaks fixed

Topic - Building management

Your options if you think your service charge is unreasonable or have complaints

Advice guide