What Happens if Something’s Not Right?

We can’t guarantee that things won’t go wrong in your property. Taps can leak, appliances can break down and boilers can stop – that’s just life. But, what we can guarantee is that we’ll deal with any problems as efficiently and effectively as possible. But, this doesn’t mean that your problem will be resolved immediately. Imagine if you had a similar problem at your own house, it may take a couple of days for a contractor to be available (we can usually be quicker than this) or perhaps a new part is needed – which could take up to a week. Once you’ve let us know about your problem, please bear with us – we’ll get it sorted for you as quickly as possible.

Before reporting your maintenance issue, take a look at what is and isn’t your responsibility;

Tenant Responsibilities

Light bulbs: When a light bulb blows, it’ll be down to you to replace it. You can get them from supermarkets or DIY shops.

Re-pressurising your boiler: if your boiler stops working or the radiators don’t heat up, the chances are you need to top up your boiler. It’s easy to do and you’ll have instructions in your property.

Keys: If you lose your keys, it’ll be your responsibility to get another one cut. You can go directly to our key supplier (ACME LOCKS) who’ll be able to get you another one. If you get locked out during office hours and have no way of getting in, we can come and let you in – but there will be a call out charge for this.

Gardens: It’s your responsibility to keep your gardens tidy!

Heating: Heating will work on a timer. You’ll have an instruction manual in the property that’ll help you work this and set it up to your preferences.

Bathroom Leaks: If you’re showering without using the shower curtain or are leaving the bathroom floor excessively wet after using it – the chances are; the water will escape. If this happens and a leak develops – it’ll be your responsibility. We understand you won’t be able to fix this yourself, so we’ll step in at this point, but you could be responsible for the cost. Moral of the story – leave your bathroom dry.

Landlord Responsibilities

Plumbing/Electrical: If you think your electrics or plumbing aren’t right, let us know and we’ll get somebody to have a look.

Appliances that break down: If any of your appliances break down and you’ve been using them correctly, we can get someone out to have a look.

Roof Leaks/Gutters: If you have a leak (not caused by turning your bathroom into a wet room) we’ll have someone come out and have a look

If you’re not sure about something or something does go wrong – let us know. The best way to report a maintenance problem is to use the contact form here.

Out of Hours

Maintenance issues can occur at any time - that's why we operate a 24/7 emergency maintenance line.

If your out-of-hours maintenance issue is non-urgent, you can use our reporting tool to let us know about it, or leave a message on our office line.

An emergency maintenance issue would be

  • Gas leak - In this case, please contact the National Grid immediately on 0800 111999.
  • Water leak – A serious water leak that cannot be contained in one place and may cause serious damage to the property
  • Electric/Gas failure – Before assuming that this is an emergency, please check with your utility provider as there may just be routine maintenance scheduled. Please also check your Fuse Box (located on the inventory) to ensure that the power hasn't been tripped. 
  • Complete failure of the heating and/or hot water system during the winter period.
  • Loss of keys - It's your responsibility to rectify this problem. 

If you experience any of these problems and you are unable to reslolve them, please call one of our approved contractors;

KEYS – Acme Locks: 01227 785551

UTILITIES - Glide: 0333 666 555

OUT OF HOURS EMERGENCY GENERAL MAINTENANCE - Dave 07563 720010 or Matt 07565 520241

If you're unable to get hold of an approved contractor and your emergency remains unresolved, you'll need to contact an alternative, local, professional person. Please be aware that they must hold relevant qualifications and must also have adequate insurance cover. They must only do what is completely necessary to resolve the issue.

In this instance, it's absolutely vital to obtain a receipt/invoice for the work. 

Please be aware that any works undertaken upon your instruction that are deemed not to be as a result of an emergency (listed above), may result in you not being reimbursed by the Landlord.