Emergency repairs

PLEASE REFER TO THE TROUBLE-SHOOTING PAGE IN THE FIRST INSTANCE TO SEE IF YOU ARE ABLE TO RECTIFY OR MITIGATE THE PROBLEM YOURSELF.

We aim to attend to emergencies within 24 hours.

For genuine emergencies out of offices hours, please ring 07970-251369 and 07973-386714. These numbers are monitored from 7am to 10pm every day. You must leave a message on both numbers giving details of the address, contact name and number and the nature of the emergency. Please do not send texts to these numbers. Messages left on the emergency numbers are checked regularly and you will receive a call back as soon as possible. Non-emergencies will not be responded to. You should only call the emergency lines in the event of genuine emergencies as specified below – unnecessary call-outs via the emergency line will result in you being charged for the call-out (minimum charge of £75).

For this purpose emergencies are set out below:

  • Complete loss of heating during the winter months (November – February). If the heating cannot be repaired, you can be provided with portable heaters until the repair is carried out
  • Damage which results in the property being vulnerable (eg broken window)
  • Water pouring or leaking continuously within the property which cannot be stopped by action by the Tenant. You should try to stop the problem by turning off the mains water supply – the location of the stop tap can be found on the home page of the tenant portal
  • Failure of entire electric supply – before reporting the fault, refer to the trouble-shooting guide via trouble-shooting
  • Lock out of the property – if you are locked out of the property there will be a charge to cover the cost of someone attending to let you in – £35.00 from 9.30am to 4pm Monday – Friday (excluding bank holidays) or £50 -£120 (depending on time/date) at all other times

Non-emergency repairs

Before reporting a maintenance issue, please refer to the trouble-shooting guide via trouble-shooting in the first instance as the cost of unnecessary call-outs will be charged to the tenant. Non-emergency repairs should be reported online via report a maintenance issue. We aim to carry out non-emergency repairs within 28 days.

Other information

You should not carry out any work or instruct a contractor to do so without our consent. In the event of criminal damage, you must obtain a crime reference number from the police before we can consider repairing such damage. Please note that we are not responsible in any circumstances for damage to tenants’ belongings and it is your responsibility to insure your own belongings.

The landlord is not responsible for any utility charges (eg gas, electric, water etc) relating to any repair work carried out and these charges remain the tenants’ responsibility.