What should you do if something breaks in your social housing?
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Sometimes something breaks in your home, such as a tap, window or boiler. Some repairs you have to do yourself, other repairs the housing association has to do. This article tells you who should do what kind of repairs and what you can do if something breaks in social housing.
Who fixes what?
In the Netherlands, there is a clear rule: small repairs should be done by yourself. For example, installing a new toilet seat, replacing light bulbs, fixing a door handle or small paint jobs around the house.
Major repairs, major maintenance are for the landlord or
Here is how to report a repair to the housing association
Is something broken in your home, and the housing association needs to fix it? Then report it to the housing association as soon as possible. The sooner you report it, the sooner it can be fixed. There are several ways to do this:
Via an online form on your housing association's website (e.g. 'Report repair').
By calling customer service.
Sometimes you can also email or stop by the office. If so, check first to see if you need to make an appointment.
When reporting, always provide:
Your name and address
What is broken
Since when it has been broken
Whether it is urgent (for example, smell of gas in the house, serious leakage or no power)
If possible, take photos. You can often upload those through the online form.
Please note:Do not go and repair yourself without asking the housing association. For example, in the case of a clog: do not use strong unblockers. If damage occurs, the housing association may refuse to repair it.
What if the housing association does not help you?
Sometimes the housing association does not respond in time, or they say something is not their job. Even though it is. In that case, follow these steps:
Report the problem again
Send an e-mail or letter. Write in it:
What the problem is
Since when it has been broken
That you have had previous contact
That you ask for repair by a certain date
2. File a complaint with the housing association
Every housing association has a complaint form. The website usually says, "Report complaint." File your complaint here if you are not being helped.
3. To the 'Huurcommissie' (rental commission)
Can you not get help from the association? Then you can go to the
Assess whether there is a 'defect'
Lower the rent, sometimes temporarily, until the association makes the repairs
Learn more about what the rental committee does on this website.
4- Seek legal advice
Are you still having problems? Then you can contact Het Juridisch Loket for free advice on rent and maintenance.
What if you need to fix something yourself but cannot?
Sometimes the housing association tells you to do a repair yourself. For example replacing a lamp, hanging a curtain or painting an interior door. But you may not be able to do that yourself. Fortunately, there are organisations and volunteers who can help you.
Help from volunteers
Local platforms, such as
You can take out a housing association maintenance subscription
Many housing associations offer extra help to tenants. Namely, you can take out a maintenance subscription. This is a small monthly fee, usually between €5 and €7 per month. With this subscription, the housing association will do all the small jobs around the house for you, such as repairing and replacing locks or other minor repairs.
If you did not choose a maintenance subscription when you signed your lease, you can take it out later.
You can have small jobs done through the housing association but for a fee
Can you not or do you not want to do a small job yourself, but do not have a maintenance subscription? Then you can ask the housing association if they can do the job for you. Many housing association will do this for a small fee.
Therefore, it is always wise to ask the housing association for help first. They can often help faster and cheaper than another professional. Just keep in mind that you will have to pay these costs yourself.
You can always call in case of emergency problems
In emergency situations, you should always call the housing association immediately. Many housing associations have an emergency number. Emergency issues include:
Smelling gas
Severe leakage
Short circuit or no power
Dangerous situations in the home
In cases like this, never wait to report. Call right away so the housing association can come to help quickly and prevent further damage or danger.