We will ask you to pay for your repair if:
- we have to repair something that you have damaged on purpose. You will also have to pay for repairing damage caused by people living with you.
- we have to repair something that is broken because you have been careless or have failed to do something you should have. For example, if you don’t report a leak straight away and the leak damages your home.
- you report a non-urgent repair out-of-hours as an urgent repair so that we treat it as an emergency out-of-hours repair when we normally wouldn’t. We will charge you for using the out-of-hours service for a repair that is not an emergency.
In certain circumstances you may not have to pay. If you feel you have a good reason why you shouldn’t pay, please tell us about it when we tell you we plan to charge you.