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Heating and/or hot water
Heating and hot water off?
Please check whether the boiler is turned on. If the boiler cannot be turned on or if there is no hot water or heating after the boiler has been turned on then please contact us below.
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Heating off but hot water working?
Check the heating timer/thermostat and make sure it is set up so the heating comes on and off and at the correct temperature.
If the heating is still not working then please contact us below
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo:
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Kitchen
Problem with an appliance?
If an engineer visits your property and the appliance isn’t working because of miss-operation you might be charged the call out.
Please let us know the fault in detail and the make and model number. This is either found on the front or on a sticker on the inside of the appliance.
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Sinks and taps?
If the sink is blocked with food waste or cooking oil, this would be chargeable back to you.
If you still need us to help or for any other issues please report using the button below:
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Bathroom and toilet
If your only bathroom or toilet in the house is completely out of use then please report using the button below. Please let us know as much detail as you can and remember to upload a photo: *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Lighting
Bulbs gone?
The replacement of standard light bulbs is tenant responsibility, we would recommend buying LED ones. They cost a bit more to buy but will save you on your bills.
Any non-standard bulbs please send us a photo of the light fitting and report this using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Electricity
Power off in all of the house?
Please check your fuse box or consumer unit to see if circuit breakers require resetting.
If you are unsure on how to reset a fuse board, please watch this quick video.
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
If this does not work check to see if your neighbours have power. If they also do not have electricity, it will most likely be a general power cut. For more information about when it will come back up, you must report your power cut to the National Grid on 0845 835 1111.
Power off in part of the house?
Please check your fuse box or consumer unit to see if circuit breakers require resetting. If circuit breakers do not require resetting, please contact us below
If you are unsure on how to reset a fuse board, please watch this quick video.
Other electrical issues?
Please report using the button below, let us know as much detail as you can and upload a photo :
Water leaks
If the leak cannot be contained and/or it is causing damage to the property (especially if it is penetrating an electrical fitting) it is classified as an emergency and it must be reported below ASAP. In those circumstances you should turn the water off immediately using the stopcock. If the leak is coming from the above or adjacent property, you must try to contact those occupants immediately. If the leak is coming from your bathroom or shower, please stop using this and report the issue using the maintenance button below. If your only bathroom or shower is out of use, please contact us below. Always try and contain any leak with a bucket or large pan as best you can until we can get there. *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Alarms and smoke detectors
Smoke alarms?
Alarm does not turn off (constantly sounds)
This is classified as an emergency and must be reported to us as soon as possible.
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Alarm sounds intermittently or does not sound at all
The majority of smoke alarms in our properties are mains powered or battery powered.
If your alarm is mains powered, please check the fire alarm panel and send a photo of the error message that it will be displaying.
Please report using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Property alarm?
Alarm does not turn off (constantly sounds)
This is classified as an emergency and must be reported to us as soon as possible.
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Alarm sounds intermittently or does not sound at all
Please report using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Doors and locks
Locked out or locks not working?
If you are locked out, there is a £30 call-out charge which will need to be paid in cash to the person attending.
If there is a fault with the lock and you cannot gain entry to the property at all or if the property is not secure then this is an emergency and you should get in touch ASAP.
If the property is secure and you have an issue with a lock, please report this using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Lost Key?
It is £24 (including VAT) per key if you need us to replace one for you. Please report this below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Burglary?
If you have been burgled, contact the police (call 999) and let us know ASAP:
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Window
Curtains/blinds?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Broken windows/broken glass?
If the window is completely smashed and the property is not secure, this is classed as an emergency, so please get in touch ASAP.
Any other issues, please report using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Window frame, handle or locks?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Damp/Mould. Internal walls, floors and ceilings
Damp or mould?
If the mould or damp is similar to the one shown in this picture then the problem may be due to condensation. Small patches of mould can be wiped off but please report larger patches or problems.
If the mould has arisen due to condensation and that condensation has been caused by the action of a tenant (such as drying clothes indoors without adequate ventilation or blocking off an air brick) then resolving the issues caused by the condensation are a tenant's responsibility.
Please report the issue using the button below and upload a picture of the problem :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Carpets or flooring damaged?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Dropped or loose floorboards?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Floor or wall tiles loose or damaged?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Exterior and garden
Drains Blocked?
If the drains are blocked with food waste or cooking oil, this would be chargeable back to you.
If you still need us to help or for any other issues please report using the button below :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other?
Please report using the button below, let us know as much detail as you can and upload a photo :
*Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Furniture
Please report using the button below, let us know as much detail as you can and upload a photo : *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Smell gas
If you have a gas leak or you can smell gas you must immediately evacuate the property and then contact National Grid Gas Emergency Service on 0800 111 999. After that you must contact you property manager ASAP or If you’re in London please contact the below number. London: 07972 611317 *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Fire
If there is a fire at the property under no circumstance should you try to put it out yourself. You must immediately evacuate the property and then contact the emergency services to report the fire (call 999).
Download PDF
After that you must contact you property manager ASAP or If you’re in London please contact the below numbers: London: 07972 611317 *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Pests/vermin
If the pest/vermin issue is tenant fault (e.g.rubbish left inside the house) then this would be chargeable back to you. Please explain the problem in as much detail as possible and provide details of which room(s) are affected, when the problem was first noticed and how frequent the problem is : *Please note that we are currently experiencing a huge volume of maintenance requests. We will endeavour to get back to you as soon as possible but it might take a little longer than usual during this busy period.
Other
Please report using the button below, let us know as much detail as you can and upload a photo :