Rechargeable Repairs

Most repairs for which Harbour Light is responsible are carried out without charge to the tenant. In some circumstances Harbour Light may consider charging a tenant where damage or a cost has arisen through misuse, neglect or other tenant responsibility. A recharge is not automatic and each case is considered individually.

Fair wear and tear

Fair wear and tear is ordinary ageing and reasonable use of a home. Harbour Light will not charge tenants for fair wear and tear. Tenants remain responsible for taking reasonable care of their home, their belongings, furniture and equipment, ordinary cleanliness, reporting defects, and seeking permission where it is required before alterations or decoration.

When a recharge may be considered

A recharge may be considered where appropriate. Examples include:

• deliberate or reckless damage;
• damage caused through misuse or neglect;
• damage to Harbour Light fixtures or equipment for which a tenant is responsible;
• costs arising from unauthorised alterations; and
• contractor costs from repeated missed appointments, where appropriate.

Considering individual circumstances

Before making a decision, Harbour Light considers the individual circumstances. This may include the cause of the damage and who was responsible, whether it is fair wear and tear, whether it was accidental, deliberate, misuse or neglect, and whether disability, vulnerability, support or a reasonable adjustment was relevant.

We also take account of damage arising from crime, abuse or another person's actions, whether similar damage has happened repeatedly and why, whether Harbour Light contributed through delay or service failure, and whether making or recovering a charge would be reasonable and proportionate.

Crime or vandalism

If damage may have been caused by crime or another person, Harbour Light will take those circumstances into account. We may ask for relevant information, such as a police crime reference where one exists, but urgent safety or landlord repair responsibilities will not be delayed simply because a crime reference is unavailable.

Missed appointments

If Harbour Light incurs a contractor cost because an appointment is missed, a recharge may be considered. Harbour Light would not normally recharge the first missed appointment. We consider why access was missed, what information was provided to the tenant and Support Company, any support or reasonable-adjustment needs, and proportionality.

Who decides

Support Companies may help provide information or support the tenant, but they do not decide whether a recharge is made. The final decision is made by Harbour Light.

If Harbour Light makes a recharge

If Harbour Light decides that a recharge is appropriate, we will explain the decision and the charge to the tenant.

Questions or complaints

If you are unhappy with a recharge decision, or with how the decision was made, you can use Harbour Light's complaints process.

To report a repair, please visit our Repairs and maintenance page.