Your home
Repairs & improvements
There are various types of repairs and improvements which fall into the following categories. Before raising an issue with us, please check which type of repair or improvement it is.
You can also find below details of our planned maintenance and five year programme of property 'stock' surveys for which we aim to survey all our properties by 2027, enabling us to support our continuous investment in providing you with a quality, safe, and energy-efficient home.
Always report an emergency repair by contacting us on 0208 607 7777. Our out of hour's service will take your call when the office closed.
Examples of an emergency is:
- A water leak you cannot stop
- An electrical fault that means you have no lights or power
- The total loss of an essential service – such as gas, water or electricity
- Major structural damage
- A serious security problem, such as a street door that cannot be locked
- A gas escape, in which case contact the national freephone gas emergency number on 0800 111 999
- Any incident or damage to your home that puts you or anyone else at serious risk of harm
We aim to carry out emergency repairs within 24 hours.
Most repairs fall into the routine category. Before reporting a routine repair please check that it falls within our responsibility. If it does, please raise a repair request via your 'My Karibu' App. If you do not have access to an app-enabling device, you can email us at info@karibu.org.uk
We aim to carry out routine repairs within 14 calendar days. Depending on the repair request and damage, we may need to make an inspection visit before carrying out repair works.
Any permanent improvements, or modifications - no matter how small - you make in your home has to be approved by us first.
Before commencing work, you must get written permission from Karibu. Such work would include new kitchen units, shower, or major internal work such as opening two rooms into one. It does not include general decorating or replacing carpets. We also need to ensure that Planning Consent (if required) has been obtained, and that works are carried out by a competent approved contractor.
Karibu has a planned maintenance programme which includes regular 'cyclical' works, such as repair and redecoration of the external fabric and communal building spaces.
The programme also includes internal improvements and modernisation, such as renewing kitchens, bathrooms, windows and doors.
We consider renewing kitchens when they are over 20 years old, bathrooms over 30 years old, and windows and doors over 25 years old. We will tell you when your home is to be included in a planned programme and, depending on what is being renewed, give you a choice of design and colour. The purpose of planned maintenance is to:
- Make sure you live in a comfortable, modern home which is fit for purpose
- Keep your home safe and in good condition
- Reduce the number of repairs needed, as repairs are both inconvenient and expensive
- Keep your home warm and weather-proof
You can find details of when your home is to be included within our planned works programme by contacting us via your My Karibu app or by email at info@karibu.org.uk
As part of our continuous investment in your home, we carry out a programme of property (stock) condition surveys.
The aim of these surveys is to enable the planning of future maintenance and building improvements work, such as new kitchens, windows, and bathrooms.
At the same time, we also carry out energy performance surveys as part of our commitment to improving energy efficiency, and in line with the Government’s 2050 targets.
These surveys - which are part of our five-year programme of improvement (2022-2027) - are consistent with our values of reinvesting in our properties to provide you with quality, safe, and energy-efficient, homes.
Our property surveys are carried out by Rand Associates, who are appointed by Karibu Community Homes to carry out stock condition and energy performance surveys.
A percentage of Karibu stock is surveyed each year, and if your home is selected for a survey, we will contact you via Rand Associates to let you know of the date and time of the survey. The inspection itself does not involve lifting carpets or moving furniture takes about an hour to complete.
All our appointed surveyors carry a letter of authority from us and a photographic identification badge from Rand Associates, which will be presented prior to any inspections being carried out.
If you require a repair, either inside or outside, your home, you must first check whose responsibility it is. If it is our responsibility, you will need to raise this via your 'My Karibu' App or, in the event of an emergency, by phone on 0208 607 7777.
As your landlord we're responsible for carrying out certain repairs in accordance with the Landlord and Tenant Act 1985. However, as outlined in your tenancy agreement and contract, you are also responsible for certain repairs and on-going maintenance of your property.
The following covers the most common repair and maintenance issues for which you, as a resident under our tenancy agreement, are responsible.
Some homes can experience condensation mould growth, particularly in the winter months. In most cases this can be avoided.
Who is responsible for treating mould and damp?
Mould and damp that occurs periodically, or as a result of lack of due care and attention, is your responsibility under the terms of your tenancy with Karibu.
Where mould worsens over time despite your attempts to control it, it may be due to a building design or property maintenance malfunction, or one of the following reasons.
- Penetrating damp: This is caused by leaking roofs, windows, plumbing, drainage, and guttering. Once the problem is identified and fixed, the damp should not reoccur.
- Rising damp: While extremely rare, this is caused by water soaking up from the ground wall(s). It occurs largely in old properties and where there is no damp course or damp retaining walls.
In these circumstances, please contact us immediately. You can do this via our 'My Karibu' App or by calling us on 0207 607 7777. Following an initial phone call assessment, we will arrange for a professional to visit your home to fully assess the situation. As a Karibu resident, under the terms of your tenancy, you are responsible for looking after your home. This includes treating condensation and preventing mould growth in your home, and to help reduce the risk of re-occurance.
- Clearing blocked baths, sinks and basins. If the problem persists and we are called out, you may be recharged if, following the repair being carried out, its cause has been found to be caused by you or a member of / visitor to your home.
- Replacing plugs and chains to baths, basins and sinks.
- Repairing any items that you or others living in your home have fitted.
- Keeping gully grids clear of leaves and rubbish.
- Clearing blockages in washing machines or dishwashers. If you are fitting this as a new appliance you are responsible for this work.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Replacing keys or locks when keys have been lost or a resident has locked themselves out
- Fitting and repairing any additional locks and latches
- Replacing glass in any internal or external door
- Adjusting doors when a new carpet is fitted
- Any other repairs which investigations establish are not attributable to fair wear and tear
- Resetting trip switches and if necessary turning off the mains supply
- Replacing light bulbs, fluorescent tubes and starters
- Replacing electrical plugs and plug fuses for your own appliances
- Testing and cleaning of smoke detectors and replacing batteries
- Any other repairs which investigations establish are not attributable to fair wear and tear
- Repairing and replacing any floor coverings, vinyl tiles sheeting, carpets or laminates that the resident has fitted. Floor covering that have been supplied by Karibu as part of the Improvement Programme will only be provided once and so when ready for replacement this will be the responsibility of the resident.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Repairing any fencing, patios, steps, sheds or other garden features, garages or driveways not originally provided by Karibu.
- Maintaining and repairing non-public highway / pathway fencing and gates
- Maintaining garden paths other than those giving main access to the front and back door of the property.
- Replacing keys or locks to garage or shed doors when the keys have been lost.
- Renewing broken clothes lines and posts.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Keeping gully grids and gutters clear from leaves and rubbish.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Checking that heating controls (room thermostat, timer or programmer) are set correctly.
- Keeping your home properly heated and ventilated to prevent condensation or the build-up of carbon monoxide.
- Keeping your home properly heated to prevent pipes from bursting particularly during cold weather, or whilst residents are away from the property for a period of time.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Installation of washing machines, dishwashers or tumble driers including waste, supply pipes and vents if not already provided by Karibu.
- Repairing any extra units that you have installed in the property, directly or indirectly
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Taking steps to prevent pipes from bursting during cold weather, particularly if the resident is to be away from the property for any length of time.
- Turning off the water supply at the stop tap or sure stop if a water pipe has burst, and then turning all the taps on to allow all remaining water to flow out.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Putting up and securing TV aerials (except communal aerials). You will need permission to put up a satellite dish.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Cleaning toilet pans.
- Attempting to clear blocked toilets. If we are called out to repair and it is found that the blockage is caused by you, then you will be charged
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Decorating walls and ceilings inside the home.
- Filling minor cracks and holes in walls and ceilings.
- Keeping air vents clear and cleaning extractor fan vents.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
- Replacing broken or cracked glass where it is found that the glass has been broken from inside the property.
- Fitting additional security locks to windows.
- Keeping window trickle vents clear.
- Any other repairs which investigations establish are not attributable to fair wear and tear.
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