Your repair responsibilities

We will repair many things that go wrong in your home - but not everything. Some things are your responsibility. 

This includes malicious, accidental and criminal damage.

Should this occur you will be entirely responsible for the cost to repair or replace the damaged item or areas.

Any repair you make must be completed to a standard acceptable to us.

Failure to meet the required standard may result in you being re-charged for the work to put it right properly. In some circumstances we may do the work on your behalf, but only after receiving payment in full.

Malicious damage

Damage has been willingly caused to your home by you, your visitors or your pets - but has not been reported to the police, or has not been classed as a crime by the police.

Accidental damage

Damage to your home has been caused accidentally by you, your visitors or your pets - for example when something has been dropped into the bath and damaged it.

Criminal damage

Where your home may have been damaged or vandalised, and it's been classified as a crime by the police.

Fair wear and tear

This is where a component, element or product within your home fails after coming to the end of its useful life - for example when a leak occurs from a toilet due to the failure of a component.

Should this occur we will conduct the relevant repairs to your home in line with our current priority guidelines. But we won't offer any compensation, or replace any of your personal items that have been damaged as a consequence of a fair wear and tear repair.

Household insurance - get covered for less than you think

Don't leave it until after something goes wrong to get yourself insured. 

You can get contents insurance from us at very reasonable rates - starting from as little as 48p a week. Find out more.