Resident guidance: All Housing residents - Last updated: 24 March 2026

Our approach to recharges

We aim to keep your home and our locations safe, well-maintained, and in good condition. Most repairs and maintenance are covered by us, in line with your tenancy or lease, but there are some situations where costs may need to be passed on to you. This is called a recharge.

This page outlines our approach to recharges and the types of situations that may lead to repair costs being passed on to you, as a resident.

In this guidance you’ll find:

When might Anchor pass repair costs on to residents?
Repair costs we do not recharge to residents
Your options if a repair is rechargable
Emergency repairs and recharges
Support with managing recharge costs
How to find out more about recharges

When might Anchor pass repair costs on to residents?

We may apply a recharge if:

Damage has been caused to fixtures, fittings, or the property through accident, neglect, or deliberate action.
Items you are responsible for are lost or damaged.
Items are left behind in your home or communal areas and need to be removed.
Missed appointments result in costs to Anchor.
Damage is caused to communal areas by residents, visitors, or pets.

Repair costs we do not recharge to residents

We will not recharge for:

Normal wear and tear (e.g., faded paint, worn carpets).
Damage caused by something Anchor is responsible for under your tenancy or lease.
Damage linked to vulnerability, disability, or lack of mental capacity.
Damage caused by domestic abuse (we will handle these situations with care and support).

Your options if a repair is rechargable

If maintenance work or a repair is rechargeable, we will let you know.

Before applying a recharge, we will:

Review the circumstances and your individual situation.
Consider repair history and collect evidence.
Offer affordable payment plans if needed.
Provide clear communication and a right to appeal.

You can choose to:

Arrange the repair yourself (it must meet safety standards).
Ask Anchor to complete the repair. Payment or a payment plan will be agreed before work starts.

Emergency repairs and recharges

We will always carry out emergency repairs to keep you safe. If the repair is rechargeable, we will let you know.

Support with managing recharge costs

We understand that unexpected costs can sometimes cause worry. If a recharge is likely to put you under financial strain, please let us know straight away. Our team is here to listen and work with you to find a solution that feels manageable. Anchor also offers free, confidential financial advice through our BeWise service. Find out more about BeWise here.

Need help or advice?

Our recharge policy is explained in your tenancy or lease and in the resident handbook. We also provide a helpful guide when you move in. If you have any questions or need support, please speak to your local manager or contact us at [email protected] or call 0300 123 7013.