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Trialling charges for bathroom and kitchen light bulb replacements

02 August 2021

From 1 July, we started trialling a new process of charging residents for changing their bathroom and kitchen light bulb and starter. It applies to residents living in Hertford and other areas outside London, plus those living in East and North London, who receive a repairs service from our contractors MCP Property Services.    

More than half of the kitchen and bathroom light repairs our contractors get called out to are in fact the resident’s responsibility to fix under the terms of their tenancy agreement. Attending these jobs not only costs us money that could be spent on maintaining other homes, but it also means another resident’s repair could be delayed.   

How will it work? 

If you contact us to report a faulty kitchen or bathroom light, you’ll need to pay a £50 deposit before we send out a contractor. We’ll explain this to you before transferring the call to MCP who will schedule the repair and process the £50 deposit.  

If the repair turns out to be our responsibility to fix, for example faulty wiring, then the deposit will be refunded to you within five working days.  

The £50 deposit will not be refunded if MCP identify the repair is your responsibility to fix. For example, if the light bulb or the starter needed changing. Our tenancy agreement states these are your responsibility to repair. You can find a list of what is your responsibility to repair here 

There are a couple of exceptions  

 There will be no charge for: 

  • residents living on an older person’s scheme.  The light bulb will be replaced free of charge. 
  • residents living in a general needs property who are over 80 years of age and have no one else who can help. 

We’ll monitor the trial and any feedback we get from residents to improve things as we go along. The trial will end in January 2022 and if we feel it’s been successful at reducing the number of callouts we get for lighting repairs that are tenants’ responsibility to fix, we’ll consider making it permanent and rolling it out to all residents. 

If you have any questions, please contact our Customer Service Centre on 0300 373 3000. 

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