How can we help?
Tell us what's wrong and we'll work out how urgent it is, who needs to come out, and when. It takes a couple of minutes, there's no account to create, and you'll get a reference number at the end.
Report a maintenance issue
Something broken, leaking or not working. We'll ask a few questions, work out how urgent it is and get the right person out.
Three things that help
Small things, but they're the difference between a queue that moves and one that doesn't.
Report it once
One report per problem is enough. If you share the house, you don't all need to send the same thing — if someone has already reported it we'll say so before you send, and add anything you've added to the same job.
You don't need to chase
Your property manager will be in touch to confirm what's happening and when a contractor is coming. Please give them the time to arrange it before chasing.
Tell us if it gets worse
If something changes — a leak speeds up, you lose heating, anything looks or smells unsafe — call us rather than waiting.
The things people usually ask
If yours isn't here, ring us — we'd rather answer it than have you guess.
What happens after I report something?
It goes straight to your property manager with a reference number, and you'll get that number on screen and by email. They review it, confirm the priority and arrange a contractor where one is needed.
You'll hear from us or from the contractor directly to arrange access — you don't need to do anything in the meantime.
Do I need to be home?
Only if you'd like to be. The form asks how we can get access: if you're happy for us to use the key we hold, nobody needs to take time off.
If you'd rather be there, choose “please contact me to arrange a time” and tell us when suits.
My housemate has already reported it — should I too?
You can start a report either way — if we already have one for the same problem in the same room, we'll show you it before you send and ask whether it's the same thing. Say yes and your description and photos are added to the job that's already open, so it stays one visit. Say no and it goes in as a separate report. If you're not sure, say no — we would far rather look at two than miss one.
Will I be charged for anything?
Not for normal repairs, and not for wear and tear. That is what your rent covers and we would always rather you reported something than sat on it.
There are four things we do charge for:
- A blocked drain or toilet caused by wipes, sanitary items, cooking fat or anything else that shouldn't go down there.
- An out-of-hours call-out to let you back into the property — this is charged on top of any replacement keys.
- Damage, as opposed to normal wear and tear.
- A call-out for something preventable, or a non-urgent issue reported as an emergency.
- Replacement keys — £25.00 for the first, £10.00 for each extra one, and £50.00 if we have to send someone to let you in.
None of this is a reason to leave something unreported. If you think a charge may apply, tell us what happened — it is always cheaper dealt with early.
Something is my fault — do I still report it?
Yes, always. Tell us what happened and we'll sort it out. Hiding damage makes it worse and more expensive, and we would far rather know early. Where a repair is down to damage rather than wear, the cost may be recharged — but that's a conversation, not a reason to leave a fault unreported.
Something serious right now?
If you can smell gas, or a carbon monoxide alarm is sounding, leave the property and call the gas emergency line from outside. If there is a fire, or anyone is in danger, call 999. Do that first — before you ring us, and before you fill in anything here.
For serious flooding, exposed wiring, or a property that can't be locked, ring us and select option 2 for emergency maintenance — don't wait for a reply to a form.
03300 16 00 15