Repairs and maintenance FAQs

I have pests in my home. What is your policy about this?

My smoke alarm doesn't work properly. What should I do?

I don't know if my smoke alarm is hard wired or battery operated. What do I do?  question bubble

Who do I contact if I have a problem in the evenings, or on a weekend?

Do you put carbon monoxide alarms in all properties?

A carbon monoxide alarm was fitted to my property before I moved in. Who is responsible for it?

Who is responsible for graffiti?

After a new carpet is fitted in a property, do you plane the doors down?

Can I bury my deceased pet in my garden?

Am I allowed a shed in my garden?

My garden floods during wet weather. What should I do?

Do you maintain trees, or cut them down if they are a nuisance?

Can you soundproof my property?

 

I have pests in my home. What is your policy about this?

Our policy is that customers take responsibility for pest control, including vermin removal i.e. rats or mice in the dwelling, wasp/bees nests and all disinfestation in accordance with standard tenancy terms.

Where point of entry has been proven to be as a result of damage to the exterior of the property Regenda will be responsible for both repairs and removal of pests.

General Needs

Regenda will be responsible for making good any defects to a property that allows pests to gain access.

If it is apparent that an infestation is caused by disrepair or lack of maintenance action on Regenda’s part, we will take responsibility for completing the repairs and treating the infestation, regardless of the pest. Regenda will not, however, be responsible for damage to resident’s belongings that was caused by pests.

Supported/Sheltered Accommodation

Where an individual infestation has the risk of spreading to other units within the building, Regenda will be responsible for treatment of this including making good any defects which allows a pest to gain access. This does not include any airbricks or vents that are there to provide ventilation to the property.

Regenda will be responsible for eradication of all pest infestations within the curtilage of these properties. 

Customers Responsibility

It is the resident’s responsibility to take action to deal with any pests or infestation to their properties and to meet any costs incurred, if they do not fall into one of the categories set out in the previous section. 

It is the resident’s responsibility to inform Regenda of any infestation issues in or around their property.

My smoke alarm doesn't work properly. What should I do?

Please let us know if your smoke alarm is faulty. If it is battery operated, it is your responsibility to try replacing the battery. If this doesn't work, contact us, and we can arrange a job to fix it. If it is hard wired, contact us to arrange a job to fix it.

I don't know if my smoke alarm is hard wired or battery operated. What do I do?

Please contact us and we can help you.

Who do I contact if I have a problem in the evening, or on a weekend?

Call us on 0344 736 0066, and a member of our out of hours team will help you.

Do you put carbon monoxide alarms in all properties?

We install carbon monoxide alarms to all residential properties with a gas supply and we are responsible for repairing any issues you may have with them.

A carbon monoxide alarm was fitted to my property before I moved in - who is responsible for it?

We are responsible for any carbon monoxide alarms that have been fitted to your home, prior to you moving in

Who is responsible for graffiti?

We are responsible if the graffiti is on one of our properties, and has been caused by someone other than the resident or household member. We aim to remove offensive graffiti within four hours; other graffiti will be removed within 20 days. If it is not on one of our properties, it is highways responsibility and you will need to contact your local authority.

After a new carpet is fitted in a property, do you plane the door down?

Unfortunately, we do not plane doors down after you have fitted a carpet. This is the same whether the property is general needs or independent living.

Can I bury my deceased pet in my garden?

Yes you can, but please follow these guidelines -

  • It must be buried in something biodegradable, like a towel, blanket, wood, wicker or cardboard. Avoid using plastic, or anything else that is non-biodegradable.
  • Be careful not to bury it near water, electrical or gas pipes.
  • Please bury it at least two feet underground.
  • Check with your vet that the cause of death wasn't due to something hazardous to the environment.

Am I allowed a shed in my garden?

Yes you are, but it must be of sound construction, and it must blend in to the surrounding areas. You will be responsible for it, and we reserve the right to dismantle it at any time in the future. Please follow these guidelines -

  • Please write to us to ask permission before you get your shed. You can find more information about home improvement here.
  • Get a shed which is a standard size, and no larger than 6ft by 4ft.
  • Try not to place it too close to yours or your neighbours’ homes, and be respectful of boundaries.
  • For fire safety issues, do not keep anything flammable in your shed, such as propane bottles, flammable liquids such as lighter fuel or white spirit, and no petrol or diesel.
  • You must get permission from us if you want your shed on communal land.
  • Remember, it is your responsibility to maintain the shed, and you must remove it if you leave the property.

My garden floods during wet weather. What should I do?

Garden maintenance is your responsibility as outlined in your tenancy agreement.

To reduce the risk of flooding in your garden, we recommend that you follow these guidelines -

  • Remove any debris that may stop rainwater from draining, such as leaves and other garden debris.
  • Make sure there is nothing blocking the drains.
  • Keep off the soil after a downpour, so it does not become compacted.
  • Aerate your lawn with a garden fork, to help the water drain better

For further information check out the BBC's Gardening Guide.

Do you maintain trees, or cut them down if they are a nuisance?

Yes, we maintain trees in communal areas. If the tree is in your garden and isn’t causing damage to your home or causing a health and safety risk, then it is your responsibility to maintain it.

Can you soundproof my property?

No, unfortunately we do not provide this service to our customers.