Re-charges– what you need to know!!

Harvest has a responsive and efficient repairs and maintenance service for our customers, but some jobs are your responsibility under the terms of your tenancy agreement. That means we ask you to pay in full before we do the repair – this is called ‘recharging’ you.

Here are examples of when we do this:

• Where work is necessary because of deliberate damage, misuse or neglect of your property, its fixtures and fittings or any communal areas caused by you, your family or your friends.

• Where we have to change alterations you have made to your property, communal areas or grounds, without getting our approval first.

• Where you want us to change your lock because you have lost your keys.

• When you ask for extra keys.

When you call Harvest Response, our Customer Services Team will tell you if a
job is rechargeable and ask you to pay in advance. If you don’t pay in advance we won’t do the repair unless there are exceptional circumstances. If you already
owe us money for repairs, this will also need to be paid in full before any more
work is carried out.

Paying in advance means you get a discount on the cost of the work. Our Customer Services Team will tell you how much it is.

Sometimes we may ask you to pay after a job is done, for example:

• if our contractor calls on a pre-arranged day but cannot get into your home, we may recharge the cost of the call-out

• if an emergency repair turns out not to be an emergency, we may recharge any emergency call-out costs

• if we have to clean or repair your property when you leave.

Sometimes we can help you do the work yourself, but we must do work that involves health and safety issues such as gas and electrical repairs or making sure your property is wind and water tight. If you get a bill and think you should not have been recharged or would like to challenge or discuss the charge, you can appeal by contacting the Income Collection Team at
Harvest Response on 0345 345 0272.

The Income Collection Team is a specialist team responsible for collecting these debts. If you have an recharge balance to pay and would like to arrange to do so, please contact the team on 0345 345 0272. If you don’t pay this debt, no
more rechargeable work will be done at your home and Harvest may take legal action against you.