It is the tenant’s responsibility to report an issue, It’s important to keep your property in the best possible state of repair and it is the tenant’s responsibility to promptly report any repairs or maintenance.

What maintenance is a tenant responsible for?

The tenants are responsible for the following throughout their tenancy:
Replacing light bulbs
Replacing fuses
Clearing blocked sinks and wastes
Condensation issues
General day to day maintenance
Replacing smoke alarm batteries
Rubbish disposal
Cleaning of extractors and filters
Garden maintenance 

Report a maintenance issue

Please report any non-emergency repairs through the ‘my property file’ app and call us on 01909 772777 to report any emergency repairs.

Out of Office Hours Emergency
Emergencies should be reported immediately on 01909 772777, If the emergency arises outside normal office hours (i.e. 09:00am to 17:00pm Monday to Friday and 09:00am to 12:00pm on a Saturday), please call the relevant emergency number detailed below.

Plumbing/Gas Emergencies: 07879424530
Electrical Emergencies: 07961454270

Note that if we make an emergency call out and it is determined that the problem is not an emergency after all, and that it could have been dealt with during normal office hours, or if the problem has arisen as a result of tenant mis-use, you may be charged the cost plus an administration fee.

Emergency repairs means those repairs which are necessary to alleviate, remove or reduce risk to the safety, security or health of a tenant, the general public or the property.

Examples of Emergencies:
No Heating
Perceived as an emergency between the months of November to March and only if the habitants are vulnerable (i.e. elderly)

Gas Leaks
You should call the National Grid (formerly Transco) in the first instance on 0800 111 999.

No Hot Water
Only if you are going to be left without hot water for more than 24 hours (e.g. over the weekend).

Lack of Power Supply
Considered an emergency if there is a total loss throughout the property. However first check that all fuses / circuit breakers are live and that power is on to neighbouring properties.

Total Lack of Water Supply
The water supplier should be contacted in the first instance to ensure that works are not being carried out in the area.

Plumbing Leaks
Considered an emergency if it cannot be contained and is causing damage, especially if penetrating an electrical fitting. You should isolate the leak by turning the water off at the stopcock or gate valve.

Roof Leaks
Considered an emergency if the leak is causing major damage or is penetrating an electrical fitting.

Damage to Roofs
Considered an emergency if hazardous, such as slates possibly falling on to a public highway.

Downpipes & Gutters
Considered an emergency only if water is entering the building causing major damage or a loose part is dangerous and cannot be made safe.

If as a result of losing a key or locking it inside the property, you should call a local locksmith, at your own expense.

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