Floors and stairs
To report a repair:
- Check Your responsibilities below.
- Check We need to know below.
- Look at the drawings. Click on the pictures on the side of the page.
- Check Advice below.
- Phone your local TMO. See Contacting us for the number.
Your responsibilities
- Repairing any floor covering, vinyl tiles, sheeting, carpets or laminate you have put in.
- Repairing any damage caused by you, a member of your family or a visitor to your home.
Advice
- We will not accept responsibility for damage to carpets or other floor coverings you have put in, unless it is caused by neglect by our operatives. If we tell you it is necessary to lift any of your own floor coverings (including laminate flooring), you should do this before our operatives arrive. They may help but we accept no responsibility for any damage done while doing this.
- If you lay carpets these should be tacked down, not glued. This makes it easier for you to lift them for repairs without damaging them.
- If your floor covering gets damaged because you have to take it up, you may be able to claim on your home contents insurance. See Home contents insurance in Our service.
- If we have to replace floor tiles, we will try to match the colour but this is often not possible.
- If you caused the damage, we expect you to get it repaired yourself.
We need to know
- What is the problem, eg: floorboard or skirting loose, rotten or damaged; tread or
riser broken; nosing loose; handrail loose or broken; floor covering lifting or damaged?
- What is the floor made of: floorboards, chipboard or concrete?
- What type of floor covering is it, eg: stone tiles, plastic tiles or sheeting, or non-slip
flooring for disability?
- Is it in a communal area?
- How many boards, panels or tiles are affected?
- If it is the nosing, is it on communal stairs and is it metal or plastic?
