Before you request a housing repair, it is important to check who is responsible for the repair.
If the repair is your responsibility and we carry out the work, we will charge you for the cost of the repair.
Repairs we are responsible for
We are responsible for maintaining the structure of your home and its essential services.
You will not have to pay for repairs caused by:
- fair wear and tear
- damage caused by a crime, if you provide a valid crime reference number
Repairs you are responsible for
Under the terms of your tenancy agreement, you are responsible for some maintenance and minor repairs.
We will charge you for a repair if the damage was caused by:
- abuse, misuse or neglect
- an alteration or improvement you have made to your home
- damage caused by a crime where you do not provide a valid crime reference number
If the damage was caused by a crime, we can't accept a URN (Unique Reference Number) as evidence. This is a police reference number, not a crime reference number.
Before requesting a repair, check our housing repair self-help guides and videos. You may be able to fix some common problems yourself.
What happens if you are responsible for the repair
Before carrying out the repair, we will send you a Recharge Liability Form showing the estimated cost.
The tenant named on the tenancy agreement must sign and return the form before we can carry out the repair. A family member cannot sign on the tenant's behalf.
You can choose to arrange the repair yourself instead of asking us to carry out the work. Any work must meet our standards. If it is not, we will give you the opportunity to put it right. If you do not, we will charge you for the cost of correcting the work.
If you replace an item yourself instead of allowing us to carry out the work (such as a wash hand basin), you will become responsible for maintaining and repairing that item in the future.
Examples of chargeable repairs
The following are examples of repairs that we may charge you for.
Locks, keys and forced entry
- replacing locks for internal doors, external doors or garage doors (unless due to wear and tear)
- gaining entry after losing your keys
- forced entry or attempted break-ins without a valid crime reference number
- forced entry to empty properties where keys were not returned
Doors, windows and fittings
- damage to glass in windows or doors
- broken sanitary fittings
- broken floor tiles following removal of flooring
- damage caused by neglect, carelessness or misuse by you, your household or visitors
Electrical issues caused by tenants
- restoring power when the fault is due to a tenant’s appliance (e.g. cooker)
- damage caused by accidental interference with wiring
Alterations and improvements
- repairs to any fixtures, fittings or appliances you installed
- work required to make your own alterations safe
When you move out
- repairs to damage caused during your tenancy
- replacing missing or broken fixtures and fittings
- removing excess furniture or rubbish left behind
- collecting, storing or disposing of belongings left in the property or garage
Other situations
- damage caused by burst pipes if you left the property without turning off the water
- damage caused by overflowing or faulty household appliances
How to pay a repair charge
If you have received an invoice for a repair charge, you can pay using one of the methods below.
Always use the invoice reference number shown on your invoice. Without a valid reference, payment may be delayed or may not be allocated to your account.
Pay online
You can pay by card using our secure online form.
Select the appropriate payment type and enter your invoice reference number when prompted.
Pay by phone
Use our automated phone line to make a payment. Ring customer services and choose option 1.
Have your payment card details and your invoice reference number ready.
Pay by bank transfer (BACS)
When paying by BACS, quote the invoice reference shown on your invoice to ensure your payment is allocated correctly. Without it, we may not be able to allocate your payment and you may be asked to pay again.
Bank details
- Bank: Barclays Bank PLC
- Sort code: 20-71-29
- Account number: 30750662
Send confirmation of your payment to payments@oxford.gov.uk including the amount paid and the reason for payment (remittance advice).
Get help with a payment
If you're unsure how to pay your repair charge or can't find your invoice reference number, speak to customer services. We can help you with your payment.
If you're unable to pay the full amount straight away, we may be able to agree a repayment plan with you.
If you don't pay your invoice or contact us to discuss your payment, we may begin debt recovery. This could result in legal action.
How to appeal a charge
If you believe you should not have to pay for a repair, you can appeal the charge.
We will send you information about how to appeal when we send the invoice.
Any appeal must be made in writing within 14 days of the invoice date.
