Repairs & Maintenance FAQs
What counts as an emergency repair?
Anything that puts people or the property at immediate risk: a gas leak, a major water leak or flood, fire damage, loss of heating or hot water in winter, or a break-in that leaves the property unsecure. For emergencies, call us on 01428 684 540 rather than waiting on this form. If you smell gas, call the National Gas Emergency line on 0800 111 999 first.
How quickly will my repair be dealt with?
It depends on the urgency you select. Emergencies are acted on straight away, urgent issues such as a broken lock or partial loss of heating are typically attended within a few days, and routine repairs are scheduled with you and the contractor at a convenient time.
Should I attach photos?
Yes, wherever possible. You can attach up to 4 photos of up to 10 MB each. Clear photos help us and the contractor diagnose the problem before visiting, which often means it is fixed in one visit instead of two.
Who pays for the repair?
The landlord is responsible for the structure of the property and for keeping heating, plumbing, electrics and any appliances they supplied in working order. If damage was caused by a tenant or their guests, the cost of putting it right may be recharged.
Can I arrange my own contractor?
Please do not instruct contractors directly for a managed property. Report the issue to us first, as work arranged without authorisation may not be reimbursed. We use trusted local contractors and will keep you informed throughout.
What if something goes wrong outside office hours?
We offer out-of-hours support for genuine emergencies. Call 01428 684 540 and follow the instructions. For anything that can safely wait, submit this form and we will pick it up first thing.
