Your repair responsibilities 

It is important that repairs are reported as soon as possible so we can keep homes safe and in good condition.

As a homeowner or leaseholder, you are usually responsible for repairs and maintenance inside your home. This page explains who is responsible for different types of repairs.

Reporting a repair

If the repair presents an immediate risk to health, safety or security, please contact us as soon as you can by calling 0208 709 4300.

If you need to report a communal repair or are unsure who is responsible, please contact our Customer Resolution Team: customer.services@gatewayhousing.org.uk

Or report repairs online through My Home My Hub.

As a homeowner or leaseholder, you are responsible for: 

  • Internal plumbing, pipework and fixtures  
  • Electrical fittings and appliances  
  • Internal doors, flooring and decoration  
  • Kitchen and bathroom fittings  
  • Glass within your property  
  • Heating systems and boilers serving only your home.

You are also responsible for arranging and paying for repairs within your property where these fall under your lease agreement. 

Gateway is responsible for:

Gateway is generally responsible for maintaining and repairing shared and communal parts of the building, including: 

  • Communal entrances and hallways  
  • Lifts  
  • Shared lighting  
  • Roofs and external structure  
  • Communal pipework and drainage  
  • Grounds and external communal areas.

Some major works may be rechargeable through your service charge, depending on the terms of your lease. 

Not sure who is responsible?

If you're not sure who is responsible for a repair, you can:

  1. Check your lease agreement. This will say who is responsible
  2. Read our Homeowner FAQs to see what you're paying for in your service charges. Click here to read the FAQs
  3. Send us an email to customer.services@gatewayhousing.org.uk - we'll 
    help you identify who is responsible and what happens next.