Report a Problem
If you have had a problem, here's what to do:
On our website page, click on Report Maintenance tab and follow the instructions. Alternatively, create a tenant log in via our website page and report maintenance or email us at firstname.lastname@example.org. We do not accept maintenance verbally as we require an audit trail.
For any out of hours emergency, between 5pm - 9am Mon/Fri, anytime Sat/Sun bank holidays, please refer to the Emergency Contact Sheet provided for the Emergency contact numbers of approved external contractor. An emergency would be defined as, a situation that left without immediate attention would likely cause severe damage to the property or poses risk to life, i.e.
- Water leak that could not be stopped/turned off at the mains shut off
- Gas leak that could not be stopped/turned off at the mains shut off
- Break in that has rendered the property insecure
- Fire/fire damage
Please Note: If you call our Emergency Contact approved contractors and request a visit for something that is not considered an emergency, you will be liable for any expenses incurred due to the call being out of hours.
If the problem is urgent, during office hours, please report either via the Report Maintenance tab or email email@example.com.
If the problem is urgent and it occurs out of hours, between 5pm - 9am Mon/Fri, anytime Sat/Sun bank holidays, please refer to the Emergency Contact Sheet provided for the Emergency contact numbers of approved external contractors. Examples of urgent problems would be:
- Boiler failure/break-down in the winter
- Leaks from either in or outside that have been isolated
- Loss of electricity/gas or water services
- Blocked toilets/drains
For all other fault reports, please report via the Report Maintenance tab on our website page, or by emailing firstname.lastname@example.org and wait to be contacted by our staff.
- Lock out
Should you report a lock out we will endeavour to get to you within two hours. However, please note that there is a charge of £50 (reduced to £25 is paid there and then) to cover staff time and expense in getting to you. This should be paid in cash to our staff member. If charged to your account, an increased charge of £50 will be levied for this service. Please call 01908 930121 Option 3.