What you've told us about charging for avoidable repairs and maintenance

Last year, we asked for your views on our proposal to charge tenants for repairs and maintenance that could have been avoided. We received nearly 500 responses to the survey, and you gave valuable feedback that will shape how we move this process forward. 

Here’s a summary of what you told us 

• 60% of you were aware that we can charge tenants for avoidable repairs and maintenance. 
• 70% were supportive of us passing on the reasonable cost of avoidable repairs and maintenance. 
• There was significant support for charging tenants in certain situations, including deliberate damage, clearing a home after a tenant leaves, and rectifying unauthorised or substandard alterations made by the tenant. 

Whilst we received a strong level of support, you also raised several important questions and concerns, including: 

• Some tenants may choose not to report repairs for fear of being charged. 
• How will we decide when it is reasonable to charge tenants for avoidable repairs and maintenance. 
• Ensuring tenants are not put into financial hardship, and what level of cost is reasonable to charge. 
• The need to consider each case on its own merits, particularly considering a tenant’s individual needs, vulnerabilities, and household circumstances. 
• The need for clear communication. 

What we’ve done so far 

We’ve now held two workshops with tenants and leaseholders to gather more in-depth feedback and scrutinising the proposed process. We’re now developing a process that incorporates your views and is fair, transparent, and includes the right to appeal. 

We’ll give more updates when the process is launched later this year. 

Thank you again for everyone's feedback.