Got a problem, fault or maintenance enquiry regarding your rented accommodation? You can log the details at the link below online, the details entered will go straight into our maintenance system and will be actioned according to the priority of the problem. You can use this system for logging emergency, urgent and non-urgent issues.

 

Click here to report a maintenance issue to us

 

 

Is my problem an emergency, an urgent issue or a non-urgent issue?

 

We categorise issues into 3 different groups; emergency, urgent and non-urgent.

 

An emergency issue, when there is serious risk of injury occurring or severe damage to a property, we will attend to at the very earliest opportunity, on a 24 hour basis.

 

An urgent issue we will attend to within the earliest reasonable opportunity. For example, if we receive a call regarding no heating or hot water, we will attempt to send a heating engineer the same day. However, If we did not receive such a call until the late afternoon, it would be unlikely we would be able to get someone to attend that same day. This might not always be the case, especially if a landlord has a boiler protection plan (such as a British Gas policy), in such cases, the time frames are dictated by these policies and it is more typical for an engineer to be within a few days. If it's something like a faulty fridge/freezer, and we have to order a new one, time scales will be dictated by reasonable time delays on delivery of that appliance.

 

A non urgent issue we will attend to within a reasonable time scale, hopefully within 5 days or within a maximum of 28 days. Certain things, such as a faulty washing machine are considered non-urgent, as it is possible to wash clothes by hand. Similarly, if a shower failed, and there was another means of washing then this too would be non-urgent.

 

Below we have included some typical examples of what is and isn't considered an emergency, as well as what we would consider urgent and non-urgent.

 

Emergency	Urgent	Non-urgent
- Ceiling has caved in - Completely locked out/in - Burst pipe with water rushing through ceiling - Fire or structural damage (note, always call the emergency services first)	- Heating not working - Shower not working (unless there is a bath or another shower) - Toilet not flushing properly (unless there is another toilet available) - Small dripping type leak - Fridge/freezer not working - No power	- Washing machine not working - Oven not working (when there is another means of cooking, e.g. hob, microwave) - Internal door not closing properly - Shower not working (when there is a bath or another shower available)

 

Although we appreciate issues such as no heating or hot water can cause immense inconvenience, it's important to point out that the only legal obligation a landlord has is to ensure maintenance issues that are their responsibility are addressed within a reasonable time frame.  In law, this is considered a few days for urgent issues, and within 28 days for non-urgent issues. However, we will always work as hard as possible to get any issue resolved as quickly as possible.

 

Our offices are open:
Mon - Fri 9am - 7pm
Sat 9am - 5pm

The maintenance line is reached on 01179838383 (select option 2). Please always try and call us within office hours only unless your issue is an emergency.

 

Other numbers:
If you smell gas, you should call the National Gas Emergency line (24 hours) on 0800 111 999

If you have a power cut, you should call Western Power Distribution for guidance on 0800 365 900