Our repair responsibilities are set out in your tenancy agreement and our Responsive Repairs Policy. They generally include repairs to: 
• the structure and exterior of the building 
• installations for water, gas, electricity, heating and sanitation (responsibility may also fall to the utility company) 
• fixtures and fittings provided by Innisfree 
• communal areas and shared facilities that we manage 
• safety and compliance items for which we are responsible. 

Innisfree is not responsible for the repair, upkeep or replacement of white goods and appliances in your home.  We will also arrange the annual gas safety check and other required safety inspections. Please see the policy or contact us if you are unsure whether a particular repair is our responsibility.  

Tenants are responsible for day-to-day household maintenance and minor repairs within their homes. This includes items such as replacing toilet seats, bath and sink plugs, shower curtains, light bulbs, fuses, batteries, decorating, and the repair or replacement of any appliances belonging to the tenant.  
 
You are responsible for: 
• taking reasonable care of your home and keeping it in a clean condition 
• reporting repairs and safety concerns promptly 
• taking reasonable steps to prevent further damage, where it is safe to do so 
• allowing reasonable access for inspections and repair appointments 
• keeping appointments or telling us as soon as possible if you need to rearrange 
• looking after your own belongings, appliances and improvements 
• making sure household members and visitors do not deliberately or carelessly damage the property. 
 
We may recharge the reasonable cost of repairing damage caused deliberately, through neglect or by a member of your household or visitor. We will explain the reason for any proposed recharge and how it can be challenged. 

If you are unsure whether a repair is your responsibility or Innisfree’s responsibility, please contact us on 0207 625 1818 (option 2) or via email at maintenance@innisfree.org.uk before arranging any work and we will be happy to advise. 

We will try to arrange an appointment that takes account of the information you give us, although we cannot always guarantee a specific time. Our staff and contractors should: 
• carry identification 
• explain the purpose of the visit 
• treat you and your home with respect 
• keep the appointment, or give you as much notice as possible if it must change 
• leave the work area safe and reasonably tidy. 
 
Please make sure an adult can provide access. Tell us when reporting the repair about any disability, communication need, vulnerability, access arrangement or other circumstance that we or the contractor need to take into account. 
 
If we cannot gain access, the repair may be delayed and another appointment may need to be arranged. Please tell us as soon as possible if you cannot keep an appointment. 

Gas heating and hot-water repairs are handled by our appointed heating contractor, J O’Connor Ltd. Call 020 7625 1818 and select option 1. For a suspected gas leak or carbon monoxide alarm activation, call Cadent immediately on 0800 111 999. 

We monitor the repair service through performance information, inspections and resident feedback. We may contact you after the work to ask whether the repair was completed and how you found the service. We also inspect a sample of completed repairs to check the quality of the work. 
 
If the problem comes back, the work is incomplete or you are dissatisfied with the service, contact the maintenance team so that we can investigate. You can make a formal complaint if the problem is not resolved.