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Repairs Guidance

An overview on our repairs process

Repairs at North Star: What You Need to Know

We split repairs into emergency, urgent and routine repairs, so we can fix the most urgent things first. Some small jobs are also your responsibility to do
Repairs Handbook

Repairs Overview

At North Star, we want your home to be safe, warm, and in good shape. There are some repairs that we will do for you, because we are the landlord.

Here’s what we’re in charge of:

The Outside of Your Home

We look after:

  • The roof

  • Walls and bricks

  • Doors and windows (outside)

  • Gutters and pipes

  • Paths leading to your front or back door

  • Fences we have put up

Water, Gas, and Electricity

We make sure:

  • Your sinks, baths, and toilets work properly

  • The pipes and drains are okay

  • You have safe gas and electricity supplies

  • Your boiler and heating are working

Inside Your Home

We take care of:

  • Lights and plug sockets

  • Heating systems and hot water

  • Kitchen units and worktops (that we fitted)

  • Bathroom fittings like sinks and toilets

  • Floors and ceilings (but not your carpets)

Emergencies

If something breaks and it’s dangerous, we’ll fix it quickly. This could be:

  • A burst pipe

  • No heating in winter

  • A broken front door that won’t lock

Checking Things Are Safe

We do regular checks on:

  • Gas and electricity

  • Fire alarms and safety equipment
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Who is responsible for which repairs?

Previous tenants’ improvements that North Star will consider leaving in an empty property and take future responsibility for include:

  • showers
  • kitchens
  • bathrooms
  • doors

If these items break, they may only be replaced with standard/ available items and North Star will not make good any decorative wall coverings, for example tiles or wallpaper

Items that North Star will consider leaving in the property but gifting to the new tenant with a disclaimer to say it is now your item and we won’t repair/replace it, will be non-standard fixtures, including

  • sheds
  • laminate flooring
  • carpets, lino and floor tiles
  • paving
  • water butts
  • alarms

Alterations to your home

In line with our tenancy agreement, you have the right to make alterations and improvements to their homes with prior written consent. Whilst you remain the tenant you will be responsible for the repairs and maintenance of these items.

Examples of improvements often carried out are:

  • electric showers
  • sheds
  • fire surrounds
  • laminate flooring
  • kitchens
  • bathrooms
  • doors

It is important that you grant us access to carry out any repairs in accordance with our tenancy agreement so that we can keep your property in good condition. Please contact us in confidence if there is any reason why you would decline access for repairs. We can then work with you to ensure that work can be carried out at a time that suits you.

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