Repairs and Maintenance​

Maintaining a safe and comfortable home is our top priority. We’re here to help with any issues that arise during your tenancy. Please follow the guidelines below to ensure that any problems are reported and resolved as efficiently as possible.

 

Reporting Problems

If your tenancy is managed by us, please report any issues as soon as possible by calling our office at 0800 840 7459.

• Office Hours: If you call during our regular office hours, our team will assist you immediately in logging the issue and arranging for any necessary repairs.

• After Hours & Emergencies: If you call outside of office hours, you’ll be redirected to our EMERGENCY service. This service is exclusively available for tenants whose properties are fully managed by us. The emergency team will only respond to urgent situations, including:

  • Loss of Power or Heating: If you’re without power or heating and it’s creating an unsafe or uninhabitable environment.

  • Flooding: In cases where there’s significant water leakage or flooding that threatens to cause damage to the property or belongings.

  • Security Breaches: Such as a break-in or any situation where the property’s security is compromised.

For tenants whose properties are not fully managed by us, or where we only provide rent collection services, please contact your landlord directly for any property issues. The contact details for your landlord will have been provided at the start of your tenancy.

 

Important Safety Notice

If you smell gas or suspect a gas leak, do not delay. You must call Transco immediately on 0800 111 999. Gas leaks are extremely dangerous and need to be addressed by professionals right away.

 

Routine Maintenance and Repairs

• Non-Urgent Repairs: For non-urgent maintenance issues (such as dripping taps, faulty appliances, or minor damages), please report them to us using our online maintenance portal or by calling our office. We’ll schedule a visit at the earliest convenience to address these issues.

• Planned Maintenance: From time to time, we may need to carry out planned maintenance on the property. We’ll notify you in advance and arrange a time that causes the least disruption to your daily routine.

 

Your Responsibilities

As a tenant, you are expected to take care of the property and report any issues promptly. This includes:

• Basic Upkeep: Regularly checking smoke alarms, replacing light bulbs, keeping the property clean, and ensuring that minor wear and tear is managed.

• Garden Maintenance: If your tenancy agreement includes responsibility for garden maintenance, please ensure that lawns are mowed, and plants are cared for regularly.

• Damage Reporting: Any damages, whether accidental or due to normal wear and tear, should be reported as soon as possible to avoid further issues.

 

Our Commitment

We are committed to providing a prompt and efficient service. All reported issues are treated with priority based on the urgency and impact on your living conditions. We work with a network of trusted contractors to ensure that repairs are carried out to a high standard.

If you have any questions or need assistance, don’t hesitate to contact us at 0800 840 7459. We’re here to help ensure your home remains a safe and comfortable place to live.