Maintenance Reporting & Repairs

How to Report a Maintenance Issue

1. Complete the maintenance form with as much detail as possible — location, description, photos if available.
2. We will acknowledge your request within 24 hours (business days) and aim to provide a timeline for resolution.
3. One of our approved contractors or in-house team will arrange access and carry out the repair.
4. After completion, we’ll check with you to confirm the issue is fixed to your satisfaction.

For emergencies (e.g. major leaks, no heating in winter, electrical faults) call us immediately on 0115 795 4564.

Tenant Responsibilities & Guidelines

• Keep your property clean and report issues early to prevent damage.
• Do not attempt complex repairs yourself unless agreed.
• Provide safe access (keys or entry arrangements) when repairs are scheduled.
• Take reasonable care of fixtures, appliances, and plumbing.

What We Will Repair

As your landlord/agent, we are responsible for maintaining:

• Structural repairs (roof, walls, foundations)
• Plumbing, heating, gas installations & water systems
• Electrical wiring, sockets, and fixed appliances included in the tenancy
• Major appliances provided by us (fridge, cooker, boiler)
• External features such as guttering, fencing, and pathways

Cosmetic wear and tear, user damage, and non-provided appliances remain the tenant’s responsibility.

Repair Times & Priorities

• Emergency: within 4 hours (e.g. serious leaks, total loss of heating)
• High priority: same day or next day (e.g. partial heating, blocked drains)
• Routine repairs: within 3–10 working days depending on nature and access

We aim to manage expectations honestly. Complex issues or parts longer to source may take additional time. We will keep you updated throughout.

After the Repair

Once repair is complete, our team may follow up with you to ensure everything is working and that you’re satisfied with the outcome. If further issues arise from the same work or if the repair fails, please notify us immediately for review and rework.

Maintenance FAQs

Can I perform minor repairs myself and get reimbursed?

Only if pre-approved by us in writing. Unauthorized repairs may not be reimbursed.

How do I access the repair schedule?

We will provide expected timings in our acknowledgement response.

What if a repair cannot be done immediately?

We may issue a temporary fix or alternative solutions while arranging permanent repairs.

Will I be notified before a contractor arrives?

Yes, you will receive at least 24 hours’ notice except in emergencies.