Reporting Maintenance & Decoration Requests
How to report a maintenance problem:
You can now report any new maintenance issues you have by clicking on the Yellow button, this will take you directly to our online maintenance system. Please note all communication will be through the online reporting system for your job.
Please upload any photos of the issue you are reporting, this will help us to understand the issue.
** Please save the link for the reporting page to your bookmarks for future use, or return to this website page and use the button again **
THIS IS TO REPORT NEW ISSUES ONLY. ONCE YOU HAVE REPORTED AN ISSUE YOU WILL RECEIVE A CONFIRMATION EMAIL. IF YOU HAVE AN OUTSTANDING MAINTENANCE ISSUE PLEASE REFER BACK TO YOUR EMAIL FOR THE LINK TO ACCESS NOTES ON EXISTING JOBS
Maintenance service levels:
We use outside contractors for our reactive maintenance. To be an approved contractor for maintenance
work we check the contractors:
• Public liability is valid
• VAT registration (where applicable)
• Relevant professional qualifications
Before instructing any work we check the service log on our lettings package for any previous
maintenance history, any warranties, guarantees or service contracts that may be relevant for this work. Some of the properties we manage require permission from the landlord before any work can be organised.
If this is the case, this can lead to a delay in the work getting booked in and during this time we ask for your
patience. Once authorisation has been given, a member of our reactive maintenance team will give you a
call and give confirmation of when a tradesman will be coming to your property.
All of our approved contractors have agreed to our service levels and must carry out the following tasks within the agreed time frames:
- Gas and water - The contractor must go to the job within 24 hours of it being given
- Roof leaks - The contractor must go to the job within 24 hours of it being given
- Non-emergency jobs - The contractor must book in the job within 7 working days of it being given
(These time frames are subject to weather conditions)
If you miss the appointment set with the contractor you will be charged £40 as per the terms in your