We want everyone to enjoy living in a safe, high quality home. That’s why we ask all our customers to look after their homes and shared spaces.
What is a recharge?
A recharge is a cost you may need to pay if damage, repairs or other issues at your home were caused by you, someone in your household or your visitors. We will never charge you for normal wear and tear or for issues that are our responsibility.
When you may be charged
Below are the most common situations where a recharge could apply.
You may be charged if damage is caused by:
accidental damage
neglect
damage caused by pets
wilful or deliberate damage
damage caused by visitors
If the damage was caused by a crime (for example, a break in), you will not be charged as long as you provide a valid crime reference number.
These are examples to help guide you, but they’re not a full list of everything that could lead to a recharge.
Lost keys or lock changes
If we need to replace:
lost keys or fobs
door locks
communal door entry fobs
you may be charged for the cost of replacements.
Cleaning, rubbish removal or garden clearance
You may be charged if we need to:
remove bulk rubbish or fly tipping linked to your household
clear an overgrown garden
clean or clear your home after you move out
Pest control
If pests are present because of conditions inside the home (for example, poor food storage or waste), you may be charged for treatment. For further information, please see: How to deal with a pest infestation in your home.
Damage to communal areas
You may be charged if you, your household or your visitors cause damage in shared areas such as:
lifts
hallways
bin stores
doors or entry systems
Legal costs
If legal action is taken and the court awards costs to us, these may be recharged to you.
When you will not be charged
We will not apply recharges when:
damage is due to normal wear and tear
you provide a crime reference number for criminal damage
damage is linked to domestic abuse
a disability or other protected characteristic affects your ability to maintain your home
we did not give enough notice for an appointment.
If you disagree with a recharge
If you receive a recharge and think it is incorrect, you can challenge it. Details on how to do this will be included in your recharge letter.
We’re here to help
If you’re ever unsure whether something might lead to a recharge, or you need support maintaining your home, please contact us
View our Customer Recharge Policy